IT Help Desk

PURPOSE: To provide trouble shooting and basic resolutions of IT related problems, software support, record keeping, training and assistance to customers, ensuring that all systems and procedures are followed in accordance with the company’s policies.

 DUTIES AND RESPONSIBILITIES:

• Serve as the first point of contact for staff seeking technical assistance
• Perform remote troubleshooting through diagnostic techniques and pertinent questions
• Determine the best solution based on the issue and details provided
• Direct unresolved issues to the next level of support personnel
• Provide accurate information on IT products or services
• Record events and problems and their resolution in logs
• Follow-up and update customer status and information

• Identify and suggest possible improvements on
• Provides information and assistance to management and System Support Officer
• Assists in user and functional acceptance testing; and assists in training in the key IT systems.
• Executes requests for User Access Rights on IT systems.
• Logs Hardware and Software problems encountered by branches and head office to external vendors/third parties and track through to resolution.
• Develop, modify, prepare, produce and run reports as required by the business.
• Perform any other related duty that may be assigned to you by your management line to ensure effective operation of the department.

QUALIFICATIONS/EDUCATION AND EXPERIENCE:

  Proven experience as a help desk technician or other customer support role

• Tech savvy with working knowledge of office automation products, databases and remote control/HRP5
• Good understanding of computer systems, mobile devices and other tech products
• Ability to diagnose and resolve basic technical issues
• Proficiency in English
• Excellent communication skills
• Customer-oriented and cool-tempered

• BSc/BA in IT, Computer Science or relevant fieldAssociate Degree in Computer Science
• Five (5) GCE/CXC Ordinary level passes including Mathematics and English Language
• Proficient in Microsoft Suite, with intermediate skills in MS Excel
• Network +, A+, and competency in SQL will be considered an asset
• Two (2) years' experience in a Help Desk environment environment with one (1) year experience in using Microsoft Suite.

 KNOWLEDGE, SKILLS AND ABILITIES:

• Must be organized, goal-oriented, persistent and committed, customer-focused, assertive, able to cope well in stress-related environments and possess computer literacy skills
• Proper telephone etiquette
• Strong analytical and problem-solving skills
• Excellent written and oral communication and interpersonal skills
• Flexible, able to work in a team