IT Service Desk Technician at Industrial Development Corporation

Qualification and Experience

Qualifications

• BSc/BA in IT/Computer Science/ Information Technology or Computer Science/ IT Engineering
• A+ certificate would be an added advantage
• N+ certificate would be advantageous

Knowledge and Skills

• Minimum of 3- 5 years’ experience in service desk, networking and systems administration environment
• Proven experience as a help desk technician or other customer service role
• Tech savvy with working knowledge of office automation products, databases and remote control
• Good understanding of computer systems, mobile devices and other tech products
• Ability to diagnose and resolve basic technical issues
• Proficiency in English

Roles and Responsibilities

• IT Service Desk Technician is the first level point of contact for customers to obtain technical 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.
• Perform remote troubleshooting through diagnostic techniques and pertinent questions
• Receive and record tickets raised by users through emails, telephones, or in-person, as the single point-of-contact for any organization.
• Create appropriate support documentation on resolution of logs in a bid to help all users quickly by troubleshooting the problems.
• Determine the best solution, research if required, based on the issue and details provided by customers 
• Recognise when process is deviating from acceptable standards and implement routine solutions to return to the required procedures and standards
• Walk the customer through the problem-solving process
• Provide 1st level support on Audio Visual queries and escalate to Service Desk Technician II  or AV Technician if unable to find resolution.
• Consistently demonstrate a positive and professional attitude and collaborate with peer groups to obtain cooperation.
• Direct unresolved issues to the next level of support – IT Service Desk Technician II
• Provide accurate information on IT products, services, and assets.
•  Follow-up and update customer status and information
• Pass on any feedback or suggestions by customers to the appropriate internal team.
• Identify and recommend possible improvements on procedures.
• Relay feedback or recommendations by customers to the appropriate internal team
• Identify and suggest possible improvements on procedures
• Direct unresolved issues to the next level of support 

Job Requirements

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

BEHAVIOURAL COMPETENCIES

• Negotiation & Influencing
• Planning & Organizing
• Focused
• Communication skills