Service Desk Specialist

Job Summary:

The Service Desk Specialist is a key member of our Global ICT team providing both remote and onsite IT support to users working from home globally and in the office. This role serves as the first point of contact for all ITrelated concerns ensuring smooth and efficient operations across the organization. This role handles common IT issues. The specialist will also manage IT assets ensure compliance with security and privacy frameworks and maintain proactive communication with users and colleagues. The Service Desk specialist will also collaborate effectively with various departments within the organization including HR Finance Projects Recruitment and Operations. This includes understanding their IT needs providing necessary support and coordinating ITrelated projects and initiatives.

Key Responsibilities:

IT Support:

• Diagnose and resolve technical issues involving internet connectivity email clients VoIP etc.
• Provide remote support to users working from home and globally and onsite support to office users.
• Troubleshoot repair and replace hardware as necessary.
• Assist in the installation configuration and maintenance of software applications.
• Ensure proper recording and closure of trouble tickets.
• Manage ticket resolution ensuring all tickets are responded to and resolved in a timely manner.
• Maintain proactive communication with users and colleagues to set expectations.

IT Asset Management:

• Maintain an accurate inventory of all IT assets. Manage their deployment and retrieval including packaging and handing over IT assets to delivery services.
• Incident Management: Handle incidents to minimize impact on the business. Understand and apply the incident priority matrix.
• Knowledge Management: Create documentation and articles to resolve IT incidents and share knowledge within the team.
• Onsite User Support: Provide direct handson support to end users in the office. This includes troubleshooting hardware and software issues setting up equipment and helping with ITrelated questions or problems.
• Interdepartmental Communication and Collaboration: Communicate and collaborate effectively with various departments within the organization including HR Finance Projects Recruitment and Operations. This includes understanding their IT needs providing necessary support and coordinating ITrelated projects and initiatives.

Qualifications:

• Bachelors degree in IT Computer Science or a related field.
• At least 1 2 years experience as a Service Desk or IT Analyst
• Proven experience in a similar role preferably within a global team.
• Strong knowledge of IT Service Management (ITSM) tools IT ticketing systems Windows OS Microsoft 365 Linux OS Mac OS Intune Azure Active Directory VoIP telephony and other common IT applications.
• Experience with IT service management tools and understanding of incident priority matrix SLAs change management and incident management.
• Excellent problemsolving skills and the ability to troubleshoot complex IT issues.
• Strong English communication skills both verbal and written.
• Ability to work well in a team and collaborate effectively with colleagues at all levels.
• Willingness to stay up to date with the latest technologies and IT best practices.

Remote Work :

No