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.

Experience:

• Service Desk: 2 years (required

 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 perso