Job purpose:
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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:
EnglishÂ
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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