Summary
The IT Service Desk Agent has responsibility to provide maintenance of the computer desktop environment by analyzing requirements, resolving problems, installing hardware and software solutions, and supporting the internal IT Service Desk. The incumbent will be responsible for offering administration and internal support of the Company’s PCs, printers, servers, and related equipment
Key Responsibilties
- Monitor and respond quickly and effectively to requests received through the IT Service Desk
- Maintenance of a comprehensive Service Catalog
- Provide technical assistance and support for incoming queries and issues related to computer systems, software, and hardware
- Install, test, and configure new workstations, peripheral equipment, and software
- Resolution of Level 1 Service Desk tickets to end user’s satisfaction
- Escalation of Level 2 and higher tickets to the appropriate IT resource
- Maintenance of the Service Desk software to ensure SLAs are met
- Assist with onboarding of new users
- Manage the process of procurement and tracking of IT assets to the point of delivery
- Document internal procedures and add to knowledge base
- Provide end user support, license tracking, and perform PC maintenance, upgrades, and configurations
- Any other duties as may be assigned within the scope of the job
Required Qualification, Experience, Knowledge and Skills:
- Bachelor’s Degree in Information Technology, Management Information Systems, or related field
- One (1) year of relevant technical experience preferred
- Experience using a ticketing system
- Customer oriented personality
- Great communication skills- written and verbal with the ability to communicate with varying staff levels
- Good analytical, planning, organization and time management skills
ONLY SHORTLISTED CANDIDATES WILL BE CONTACTED.