I.T Help Desk Agent

Jamaica’s leading manufacturer and distributor of food and beverages, seeks to hire a Help Desk Agent (I.T) to support our dynamic growth.

 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