Service Desk Technician

SUMMARY:
We are recruiting for a Service Desk Technician role.

POSITION INFO:
Wea are sourcing for a Service Desk Technician role.

Service Desk Technician – Role Specification
Key Responsibilities
First and second-Level IT Support
Provide prompt assistance to users, troubleshooting and resolving technical challenges.
Respond to queries via ticketing systems, email, or remote tools such as Microsoft Teams.
Device & Security Management
Conduct routine device security checks to ensure compliance with IT security protocols.
Safeguard sensitive organizational information by upholding confidentiality and data security standards.
Network & Connectivity Troubleshooting
Diagnose and resolve issues with data, voice, and printer ports.
Take corrective action to restore connectivity and minimize downtime.
User Guidance & Documentation
Deliver clear, step-by-step instructions to users via phone or remote assistance tools.
Accurately document support interactions, resolutions, and system updates in the ticketing system.

Incident Management
Manage and prioritize incidents, escalating effectively when necessary.
Ensure timely resolution of technical issues to maintain service continuity.
Workspace & Meeting Support
Set up and configure workspaces, including hardware such as screens, docking stations, and telephones.
Support meeting and boardroom setups, ensuring all technologies function properly.
Hardware Maintenance
Maintain and repair IT equipment including laptops, desktops, and peripherals (keyboards, screens, docking stations).
Monitor and manage IT inventory to ensure availability of required hardware and tools.
Collaboration & Process Improvement
Work closely with IT team members to develop and implement process improvements.
Enhance the end-user experience through proactive support and innovation.
Professional Standards
Uphold the company Code of Conduct and adhere to organizational standards in all activities.