Job purpose:
Service Desk Technician
Job role description:
Knowledge of basic computer hardware, including [CPU, Random Access Memory, Hard Drive…].
Experience with desktop and server operating systems, including windows 7/10, Windows server.
Strong proficiency in MS Office.
Build rapport and elicit problem details from service desk customers.
Prioritize incidents and service requests according to defined processes to meet defined SLAs.
Escalate incidents with accurate documentation to suitable technician, when required.
Record, track, and document the service desk incident-solving process, including all successful and unsuccessful decisions made and actions taken, through to final resolution.
Use remote tools and diagnostic utilities to aid in troubleshooting.
Research solutions through internal and external knowledgebase as needed.
Identify and learn appropriate software and hardware used and supported by the organization.
Perform hands-on fixes at the desktop level when remote tools are not appropriate, including hardware repairs, delivery of peripherals, or other fixes as determined.
Install antivirus software and ensure virus definitions are up to date.
Test fixes to ensure an incident has been adequately resolved.
Perform preventative maintenance, including checking and cleaning of workstations, printers, and peripherals.
Develop help sheets and FAQ lists for end users.
Contribute to technician knowledgebase as needed.
Reinforce SLAs to manage end-user expectations.
Provide suggestions for continual improvement.
Key interactions (Internal | External):
Internal: Finance | HR & Admin | Operations | Commercial | Sales Marketing, Commercial, Leadership
Education requirements
Graduate/ Bachelor level education in IT or related majors.
Language requirements:
English
Background and experience:
3+ years experience in SharePoint.
Dedicated team player and excellent problem-solving skills.
Excellent communication and relationship building capabilities among various levels of stakeholders and cultures.
Knowledge of M365 Security and Compliance related technologies including retention policies.
Competencies and skills:
Time management and organizational skills.Time management and organizational skills.
Analytical, numerical and problem-solving skills when under pressure and tight work deadlines.
HOW TO APPLY
Please fill out the application form below and share your cover letter and CV.
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