IT Help Desk Job Description:
  • Own issues through resolution, escalating to appropriate support member/team when necessary.
  • Maintain accurate records of trouble tickets, and daily data communication transactions.
  • Maintain records of problems and remedial actions taken, or installation activities
  • Follows agreed procedures to identify, register and categorize incidents.
  • Gathers information to enable incident resolution and allocates incidents as appropriate.
  • Provide Level 1 Support service for Business Systems Diagnose as well as ensure Level 2 and 3 tickets are resolved and documented in an accurate and timely manner.
  • Informing staff and key stakeholders of progress towards service restoration.
  • Keep leadership informed of issues, status, and resolution.
  • Provide employee onboarding and off-boarding support and activities including system imaging, account creation/termination, desk area setup, user system setup and new hire orientation
  • Read technical manuals, confers with staff, or conducts computer diagnostics to investigate and resolve problems or to provide technical assistance and support
  • Set up equipment for employee use, performs or ensures proper installation of cables, operating systems, mobile devices, peripherals/printers or appropriate software
  • Addition, removal, and preservation of accounts of users on all servers, including changing of password, resetting of accounts, and removal of accounts of employees whose jobs have been terminated, as instructed by HR.
  • Must demonstrate composure, and professionalism in person and/or on the phone.
  • Should be able to articulate incident root causes and resolution time frame with non-technical stakeholders.
  • Demonstrates trustworthiness, credibility and respect for others.
  • Provide customer support and technical issue resolution via ticketing system, e-mail or phone.
  • Supports in day-to-day IT Backoffice procedures (network monitoring, anti-virus, deployment, servers, update and patching)
  • Installing and configuring windows client workstations.

Establish, review and continually provide feedback with regards to procedures and policies documentation by providing feedback to improve incidents categorization and standard investigation and resolution procedures

Responsibilities

  • Serve as the first point of contact for customers seeking technical assistance through Ticketing system
  • Provide excellent service to customers by promptly evaluating, and responding to their requests.
  • Investigate, troubleshoot and resolve incidents reported by staff.
  • Perform remote troubleshooting through diagnostic techniques and relevant questions
  • Determine the best solution based on the issue and details provided by customers
  • Managing the computer systems hardware, software, networks, printers
  • Responding in a timely manner to service issues and requests.
  • Providing technical support across the company (this may be in person or over the phone).
  • Managing Office 365 Directory and Intranet Sites.
  • Record events and problems and their resolution in logs
  • Follow-up and update Company status and information
  • Repairing and replacing equipment as necessary.
  • Ability to configure backup and restore, IT Services across the company
  •  

Skills and proficiencies:

Competency:

1.Problem Solving

2.Interpersonal & Facilitation skills

3.Logical Analysis

4.Collaboration

5. Stakeholder Management

 

Qualifications and Experience:

Mandatory Qualifications:

  • Bachelor’s degree in IT, Computer Science is required
  • 25% of work time is required as night and weekend shifts
  • Office 365 Apps and AWS experience is preferred
  • Domestic Travel is required
  • Proven experience as a help desk technician or other customer support role
  • Tech savvy with working knowledge of office automation products, databases and remote control
  • Good understanding of computer systems, mobile devices and other tech products
  • Ability to diagnose and resolve basic technical issues
  • Proficiency in English
  • Excellent communication skills
  • Committed and Cool-tempered

    Preferred Qualifications:

    • A Microsoft Certification is a plus

    MCSE, MCSA, MCP, MCITP

    Experience:

    • Overall working experience does not exceed 5 years.
    • Minimum working experience as Helpdesk/L1 IT Support is 3 years.

    Apply now

      Please upload your CV: