IT SERVICE DESK TECHNICIAN

SUMMARY:

•    Provide 1st and 2nd level technical support to internal stakeholders and customers experiencing hardware, software, audiovisual (AV), and network-related issues.

•    Troubleshoot and resolve technical problems experienced by end-users on PCs, laptops, and mobile devices by identifying root causes, analysing issues, and imple...

POSITION INFO:

•    Provide 1st and 2nd level technical support to internal stakeholders and customers experiencing hardware, software, audiovisual (AV), and network-related issues.

•    Troubleshoot and resolve technical problems experienced by end-users on PCs, laptops, and mobile devices by identifying root causes, analysing issues, and implementing effective solutions.

•    Install, configure, maintain, and support computer hardware, software applications, and IT equipment to ensure optimal system performance and user productivity.

•    Develop and implement appropriate solutions for computer-related issues and proactively resolve incidents as they arise, while keeping users updated on the status of their tickets and confirming successful resolution.

•    Ensure consistent adherence to IT Service Management (ITSM) processes by accurately logging, tracking, escalating, and closing incidents and service requests within agreed SLA timelines to support efficient service delivery and operational excellence.

•    Provide remote and onsite technical support to users, ensuring timely resolution of issues and minimal business disruption.

•    Support user account management activities, including password resets, access provisioning, and basic Active Directory administration.

•    Escalate unresolved or complex technical issues to relevant support teams or third-party vendors where necessary.

•    Maintain accurate documentation of technical issues, resolutions, user guides, and IT support procedures.

•    Contribute to a secure and compliant IT environment by adhering to organizational cybersecurity policies, identifying potential risks, and promptly escalating security-related incidents.

•    Assist in setting up and maintaining network connectivity, printers, conferencing systems, and other IT infrastructure components.

•    Deliver excellent customer service by communicating professionally, managing user expectations, and ensuring a positive support experience.

This role includes the following, but is not limited to:

• Serve as the first point of contact for users seeking technical assistance and support. 
• To install, assess, troubleshoot, maintain, and upgrade computers, all other endpoint devices such as cell phones and equipment of different types, including copiers, printers, and scanners, of all users so that they perform optimally.
• Provide support for meeting room connectivity and Audio-Visual (AV) equipment during meetings and presentations
• Perform remote troubleshooting through diagnostic techniques and pertinent questions
• Receive, log, track, and manage support tickets raised via telephone, email, or in person, acting as the single point of contact for IT-related incidents and requests.
• Maintain accurate and detailed support documentation, including resolutions, troubleshooting steps, and user guides, to improve service efficiency and knowledge sharing.
• Analyse customer-reported issues, conduct research where necessary, and determine the most effective and timely solution.
• Identify deviations from established IT procedures or service standards and implement corrective actions to restore compliance and service quality
• Guide users through the problem-solving process in a professional and customer-focused manner.
• Provide 1st level support for Audio-Visual (AV) issues and escalate unresolved matters to the AV Technician(s) or Service Desk Team Leader when required.
• Demonstrate a consistently positive, professional, and customer-centric attitude while collaborating effectively with colleagues and other support teams.
• Escalate unresolved or complex technical issues to the Service Desk Team Leader or relevant support teams in accordance with escalation procedures.
• Provide accurate information and guidance regarding IT products, services, systems, and company assets.
• Follow up with users to provide updates on ticket progress, confirm issue resolution, and ensure customer satisfaction.
• Communicate customer feedback, concerns, and suggestions to the Service Desk Team Leader to support continuous service improvement.
• Identify and recommend opportunities to improve IT support processes, procedures, and service delivery standards.
• Ensure all incidents and service requests are managed in line with IT Service Management (ITSM) processes and agreed Service Level Agreements (SLAs).
• Support and promote adherence to organizational cybersecurity policies, standards, and best practices.

•    3 years National Diploma in relevant or related field.
•    BSc/BA in IT/Computer Science/ IT Engineering will be an added advantage
•    IT-related certification such as CompTIA A+, N+, Microsoft, or equivalent will be        advantageous.
•    Minimum of 2–5 years’ experience in a Service Desk, networking, or systems administration environment 
•    Proven experience as a Help Desk Technician or in a similar IT support/customer service role 
•    Strong technical knowledge of desktop hardware, software, printers, laptops, and peripheral devices 
•    Proficiency in Microsoft Office 365, Windows operating systems, and basic Active Directory administration 
•    Experience supporting remote users through remote access and troubleshooting tools 
•    Working knowledge of networking concepts including TCP/IP, LAN/WAN, VPN, DNS, and Wi-Fi connectivity 
•    Understanding of cybersecurity principles, antivirus software, and data protection best practices 
•    Ability to install, configure, maintain, and troubleshoot computer hardware and software 
•    Ability to diagnose, troubleshoot, and resolve basic to intermediate technical issues efficiently 
•    Knowledge of system backups, user account management, and access control processes 
•    Strong attention to detail and commitment to service excellence 
•    Experience working within SLA-driven environments and adhering to IT support procedures and standards 
•    Willingness to work flexible hours and provide after-hours support when required

TECHNICAL COMPETENCIES

• Strong Technical ability
• Customer Insight and Focus
• Analytical Diagnostic Skills
• Solution Generation / Problem Solving
• Listening and Communication Skills
• Stakeholder Management
• Self-motivated and self-driven
• Adaptability Agility
• Attention to detail

BEHAVIOURAL COMPETENCIES

• Negotiation Influencing
• Planning Organizing
• Focused
• Communication skills
• Results Orientated 
• Ethical Commitment
• Balanced Judgement and Accountable leadership