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.