Role Overview:
The IT Service Desk Officer will provide essential technical support to both office and remote users, ensuring smooth daily operations through effective incident management and problem resolution. This role involves collaborating with various stakeholders to analyze trends, identify root causes, and implement proactive solutions.
Key Responsibilities:
- Deliver remote and on-site technical support for hardware, software, and network services.
- Assist in project execution and ad-hoc IT tasks.
- Maintain compliance with IT service management processes and security policies.
- Coordinate with vendors and facility teams for timely issue resolution.
- Support user training and knowledge sharing initiatives.
- Create and manage performance metrics and reports related to service level agreements (SLAs).
Qualifications:
- Relevant degree or diploma in Information Technology or equivalent.
- 1 -2 years of experience in a similar IT support role.
- Strong technical knowledge of IT systems, software, and hardware.
- Excellent communication and customer service skills.
- Ability to work independently and collaboratively in a team environment.
Skills:
- Proficient in IT service management tools and methodologies.
- Strong problem-solving and analytical abilities.
- Effective time management and multitasking skills.
- Keen attention to detail and documentation practices.
This position requires a proactive individual who can manage multiple tasks and provide high-quality support to enhance organizational efficiency.
