Job Summary

The ICT Service Desk Administrator provides front line help desk services including receiving, evaluating and scheduling requests for IT support. Troubleshoots computer software and hardware issues. Creates help desk tickets/work orders from phone and/or email requests for repair. The position holder also helps in diagnosing and resolving problems to the customers’ need and their satisfaction, maintains and develops own knowledge and skills. He/ she will Identify and escalate repeat issues or service RISK into service management team. 

Role Responsibilities

1. Install, configure, and troubleshoot User’s computers including Windows and Mac Operating systems.
2. Install, configure, troubleshoot Printing and Imaging devices but not limited to Printers, Photocopiers, Scanners.
3. Install, configure, and troubleshoot network devices to maintain user connectivity for wired and wireless connections.
4. Excellent knowledge and hands-on experience for OSI Network model and well-known Network protocols.
5. Average knowledge of Microsoft Systems with hands-on experience in windows 7, 8, 10, 11 and Windows Server editions.
6. Average knowledge of Network devices including configuration for Switches, Routers, Access points, and fingerprint devices.
7. Hands-on experience in installing, configuring, troubleshooting, and supporting Microsoft office applications.
8. Average knowledge of File system types, sharing folders permission types, and backup concept types.
9. Basic knowledge in endpoint devices security and cloud concepts and cloud types.