Job Description

• To extend 1st and 2nd A level technical support to all internal stakeholders as well as customers facing problems related to hardware, software, AV, and networking.
• Troubleshooting problems faced by the end-users of PCs, laptops, and mobile phones by identifying issues, analysing, and providing solutions
• Develop and deploy solutions for all computer-related problems and take action to resolve them whenever they arise, keep users informed about the status of their tickets/requests, and confirm the resolution of client issues.
• Ensure consistent adherence to IT Service Management (ITSM) processes by logging, tracking, and closing all incidents and service requests within agreed SLA timeframes, thereby supporting efficient service delivery and operational excellence.
• Contribute to a secure and compliant IT environment by following organizational cybersecurity protocols, identifying potential risks, and escalating securityaEUR'related incidents promptly.

This role includes the following, but is not limited to:

• IT Service Desk Technician is the first level point of contact for customers to obtain technical support.
• To install, assess, troubleshoot, maintain, and upgrade computers, all other endpoint devices such as cell phones and equipment of different types, including copiers, printers, and scanners, of all users so that they perform optimally.
• To assist with connection in Meeting rooms (AV)
• Perform remote troubleshooting through diagnostic techniques and pertinent questions
• Receive and record tickets raised by users through emails, telephones, or in-person, as the single point-of-contact for any organization.
• Create appropriate support documentation on resolution of logs in a bid to help all users quickly by troubleshooting the problems.
• Determine the best solution, research if required, based on the issue and details provided by customers
• Recognise when process is deviating from acceptable standards and implement routine solutions to return to the required procedures and standards
• Walk the customer through the problem-solving process
• Provide 1st level support on Audio Visual queries and escalate to AV Technician(s) or Service Desk Team Leader if unable to find resolution.
• Consistently demonstrate a positive and professional attitude and collaborate with peer groups to obtain cooperation.
• Direct unresolved issues to the next level of support - Team lead
• Provide accurate information on IT products, services, and assets.
• Follow-up and update customer status and information
• Pass on any feedback or suggestions by customers to the Service Desk Team Leader
• Identify and recommend possible improvements to procedures.
• Direct unresolved issues to Service Desk Team LeaderA

A

• Diploma in IT/Computer Science/ Information Technology or Computer Science/ IT Engineering
• A+ certificate will be an added advantage
• N+ certificate will be an added advantage
• Minimum of 2- 5 yearsaEUR(TM) experience in service desk, networking and systems administration environment
• Proven experience as a help desk technician or other customer service 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

TECHNICAL COMPETENCIES

• Strong Technical ability
• Customer Insight and Focus
• Analytical Diagnostic Skills
• Solution Generation / Problem Solving
• Listening and Communication Skills
• Stakeholder Management
• Self-motivated and self-driven
• Adaptability Agility

BEHAVIOURAL COMPETENCIES

• Negotiation InfluencingA
• Planning Organizing
• Focused
• Communication skills

Skills Required