IT Helpdesk

Summary:

Provide 1st line technical assistance and user support with computer systems, hardware, or software issues.

Responsibilities:

• Take user calls and provide accurate, satisfactory answers to their queries and concerns;
• Monitor and respond quickly and effectively to requests received through the IT Help Desk mailbox and IT Service Management tool;
• De-escalate situations involving dissatisfied customers, offering patient assistance and support;
• Ask educated questions and listen to customers to determine root cause of issues;
• Work through the problem-solving process with customers, empowering them to do the same in the future;
• Escalate issues to the next Tier with next level of difficulty;
• Manage Help Desk tickets in a timely manner;
• Follow-up with customers to ensure issues are resolved;
• Train incoming staff.

Requirements:

• Bachelor's degree in computer science or related field;
• Proven experience as IT Help Desk Technician;
• Minimum 3 years of experience in computer and peripheral hardware;
• Excellent IT skills and knowledge of troubleshooting hardware and software in computers and mobile devices;
• In-depth knowledge of Windows, Android and OS operating systems;
• Problem-solving skills;
• Technical documentation skills;
• Organizational and interpersonal skills;
• Strong documentation and reporting skills.

Application Instruction:

Kindly submit your CV and indicate the position you are applying for in the Subject line. All applications for the advertised post will be assessed and given equal opportunities.

Application closing date: 30.04.2024