Information Technology Service Desk

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Perform Service Desk tasks according to Standard Operating Procedures (SOPs).
• Manage Service Delivery for primary (assigned) site, and also other regional sites within immediate Team.
• Identify and deliver computer hardware, software and miscellaneous services meeting the defined Service Level Agreements (SLAs).
• Accurately document instances of hardware failure, repair, installation, and removal in the ITIL Service Desk system.
• Perform tasks related to Service Desk support in acquisition integrations
• Administer and support current Anti-virus and Tanium software implementations to ensure the security of client systems. Monitor desktops for patching and anti-virus compliance.
• Maintain the Configuration Management Data Base (CMDB) within the Service Desk system ensuring accurate IT inventory documentation.
• Performs activities related to the operations and monitoring of the IT environment. Including on-site support at shopfloor and field services.
• Maintain the Configuration Management Data Base (CMDB) within the Service Desk system ensuring accurate IT inventory documentation, IT stock management.
• Perform timely activities related to the PC lifecycle: Install, Move, Add, Change, Refresh, Stock, Dispose.
• Implement, configure, troubleshoot and maintain network printer/scanner MFD.
• Implement, configure, troubleshoot and maintain desktop Teams and mobile phones.
• Resolve backlog for incidents & SRs, report progress to end users and track root cause analysis.
• Obtain approval and purchase hardware and software as required or requested.
• Perform the VIP support on site when requested.
• Under direct supervision, performs standard tasks using established methods, principles, concepts and procedures related to Service Desk activities.
• Under some supervision, performs varied tasks and assignments involving judgment and some freedom to act.
• Resolves questions or problems, referring only complex issues to higher level. Some evaluation, originality and ingenuity are required. Will participate in projects that are large scale deployments of client support level software or hardware.
• Identify needs for end user training / tutorials and deliver them.
• Perform other duties as assigned by the Service Delivery Management Teams.

MINIMUM QUALIFICATIONS AND EXPERIENCE

• Minimum education, job experience, certifications, skills, knowledge and abilities that incumbents must typically have to perform the essential functions of the job acceptably with or without reasonable accommodation.
• Bachelor’s degree or country equivalent in a relevant discipline or commensurate combination of relevant experience and certifications
• Minimum 3 years of experience in related IT roles
• Windows 7/10/11 user and administrator knowledge/experience (Proven MS Certifications\trainings)
• Proven TCP/IP and networking knowledge and work experience (ICND1)
• PC Desktop/Laptop hardware knowledge at professional level
• Audio/Video equipment support experience
• Proven English language knowledge working level both oral and written (intermediate level minimum)
• Able to read and understand technical manuals, standard operating procedures, and OEM guides.
• Ability to effectively prioritize and execute tasks in a high-pressure environment.

Other skills and qualifications

• Excellent verbal and written communication/language skills required to include the ability to provide written and verbal instructions, and compile and present information clearly.
• Demonstrated customer focus – evaluates decisions through the eyes of the customer
• Strong analytical skills – strong problem-solving skills, communicates in a clear and concise manner and effectively evaluates information / data to make decisions
• Anticipates obstacles and develops plans to resolve
• Broad understanding of IT Infrastructure and support processes
• Experience managing 3rd party service providers
• Apple Mac, iOS and Android expertise
• Strong track record of understanding and interest in current and emerging technologies demonstrated through training, job experience and / or industry activities
• Change oriented – actively generates process improvements
• Supports and drives change, and confronts difficult circumstances in creative ways
• Knowledge of ITIL Foundations
• Ability to present ideas in user-friendly language.