The IT Service Desk is the central point of contact for all IT related incidents and service requests. The role of the Service Desk Support Technician is to provide first line support for all staff at the company. The Service Desk Support Technician is responsible for logging incidents and service requests and resolving support requests ensuring that service levels and targets are achieved. Service Desk staff work in a dynamic, fast-paced environment which provides services over the phone, through email, phone, in person and self-service.

Main Responsibilities

• Provide first-line support to users in the operation and troubleshooting of hardware, including printers, scanners, laptops, and other external devices.
• Diagnose and resolve software and hardware incidents, including operating systems (Windows and macOS) and a wide range of software applications.
• Support IT suite operations by creating and maintaining instructional materials (printed and online) to help users become more self-sufficient and reduce support calls.
• Deliver inductions and basic training sessions on IT facilities and services for new staff or users as required.
• Conduct laptop clinics to assist staff with device setup, maintenance, and troubleshooting.
• Respond promptly to logged IT incidents, ensuring accurate documentation and timely updates to users.
• Take ownership of issues by performing problem analysis and implementing temporary or permanent fixes to restore service as quickly as possible.
• Escalate unresolved incidents to higher-level technical teams when necessary, while maintaining communication with the user until resolution.
• Assist in maintaining the IT asset inventory and ensuring compliance with IT policies and procedures.

Desired Candidate Profile

Qualifications and Skills

• Basic understanding of computer hardware, operating systems (Windows and macOS), and common office software (Microsoft 365, Google Workspace, etc.).
• Strong problem-solving and analytical skills.
• Excellent communication and interpersonal abilities.
• Customer-service oriented with attention to detail and patience when handling user issues.
• Ability to manage multiple tasks and prioritize effectively in a fast-paced environment.

Requirements

• Bachelor s degree in any field, preferably in Information Technology or related studies.
• 1-3 years of Experience in relevant field.
• Very good self learning and problem solving skills.
• Excellent Knowledge of (Installing Hardware / Software, Troubleshoot).