Job Description

Job Summary

The position is the first point of contact for users with technical queries and/or issues. The position requires a blend of technical acumen, customer service skills, and problem-solving capabilities to ensure efficient resolution of IT-related problems and maintain a productive work environment.

Primary Responsibilities:

? Technical Support: Offer assistance to end-users for hardware and software problems, covering desktops, laptops, printers, and other peripherals, including installation, etc.;

? Problem Management: Collaborate with the second/third level teams to identify root causes of recurring incidents, facilitating more permanent solutions;

? Incident Management: Serve as the initial point of contact for all IT-related incidents and service requests, ensuring they are logged, categorized, and prioritized in line with ITIL best practices and in line with Service Level Agreements (SLAs);

? Service Request Fulfillment: Process service requests efficiently, ensuring they meet the agreed service levels and are delivered to the relevant stakeholders;

? Knowledge Management: Contribute to the maintenance and improvement of the Knowledge Base by documenting known issues, solutions, and workarounds;

? Security posture: Assist in executing the Firms security posture by enforcing security policies to ensure users adhere to best practices and organizational guidelines, in an effort to minimize the risk;

? Asset Management: Assist in maintaining a comprehensive inventory of IT assets. This includes tracking the acquisition, deployment, maintenance, and disposal of assets;

? Change Management: Assist in the assessment and implementation of changes, ensuring minimal disruption to IT services;

? User Training and Assistance: Provide end-user training/support to ensure users effectively utilize IT tools and services;

? Continuous Improvement: Participate in continuous improvement initiatives, identifying opportunities to enhance service delivery and user satisfaction.

Job Type: Full-time

Pay: $55,000.00-$60,000.00 per year

Benefits:

Dental care
Schedule:

Monday to Friday
Experience:

Service Desk: 2 years (required)
Licence/Certification:

ITIL Certification (preferred)
Work Location: In person