IT Service Desk Technician - Montego Bay, Kingston, Mandeville, & Tower Isle

This role is responsible to deliver first-line technical support and Helpdesk services, ensuring timely resolution of IT issues and excellent customer service across the organization.

The Role

We are seeking a customer-focused and technically skilled IT Service Desk Technician to join our Group IT team. This role is responsible for providing first-line technical support to users across the Guardsman Group, ensuring efficient resolution of hardware, software, and system-related issues while delivering exceptional customer service.

Key Responsibilities

• Provide first-line technical support via phone, email, chat, and Helpdesk systems.

• Respond to and resolve IT support tickets within agreed service level agreements (SLAs).

• Monitor and manage the IT Helpdesk platform, ensuring timely assignment and closure of tickets.

• Install, configure, maintain, and troubleshoot computer hardware, software, and related systems.

• Conduct repairs and coordinate warranty services for desktops, laptops, and other end-user devices.

• Analyze Helpdesk reports and recurring issues to recommend long-term solutions.

• Develop and maintain technical documentation, user guides, and IT knowledge base articles.

• Deliver user training on software applications, computer usage, and troubleshooting techniques.

• Support IT projects aimed at enhancing service delivery and operational efficiency.

• Escalate complex technical issues to appropriate IT personnel when necessary.

What We're Looking For

• Strong customer service orientation and interpersonal skills.

• Excellent problem-solving and analytical abilities.

• Effective verbal and written communication skills.

• Ability to work independently and collaboratively within a team environment.

• Strong organizational and time management skills.

• Commitment to maintaining confidentiality and information security.

• Passion for continuous learning and technology improvement.

Minimum Qualifications & Experience

• First Degree in Information Technology, Computer Science, or equivalent.

• Working knowledge of Windows operating systems and networking environments.

• Understanding of computer hardware, peripherals, software, and communication devices.

• Minimum one (1) year of experience in enterprise technical support, Helpdesk operations, or a similar role.

• Strong troubleshooting and technical support capabilities.

Special Conditions

• Must be willing to work outside normal business hours, including weekends when required.

• May be required to travel.

• Must be responsive to business communication channels during and outside regular working hours.

            Application Deadline: Friday, June 19,2026

We appreciate all applications of interest; however, only shortlisted candidates will be contacted.