IT Service Desk Technician

Roles and responsibilities

• Provide fast, efficient, and effective IT and Communications support to the GAC Group of Companies within agreed SLAs.
• Be proactive and pre-emptive in identifying, addressing, and resolving issues.
• Work on various technical issues, from diagnosing network, server, and workstation problems, to thinking outside the box to find solutions and resolve complex issues.
• Assist with service desk ticket management support, including managing escalations and ensuring tickets are resolved promptly.
• Continuous monitoring of health & security of the hybrid infrastructure hosted by Group IT to deliver smooth business operations and communications network between GAC Global offices and its customers.
• Ensure GAC worldwide Microsoft 365 users are adequately managed, secure, and governed to avoid loss of time and delivery to the business and its customers.
• This Position required to work on roster basis
  

Requirements

Job requirements

• BSc (IT) Degree or Higher Diploma in Information Technology.
• 3+ years of experience in a client-facing technical support/service desk context.
• Ability to work well under pressure with good problem-solving skills in a collaborative, team environment.
• Microsoft Azure Administrator & O365 administration certifications are mandatory.
• Experience in Microsoft Device management solutions would be an advantage.
• Excellent command of the English language.
• Strong self-led, work prioritization, and strong analytical skills.
• Team-player.
• Strong influential skills when communicating inside and outside the organization with peers, vendors, and clients.
• Knowledge of service desk ticketing system – exposure to Jira on-prem would be an added advantage.

Desired candidate profile

An IT Service Desk Administrator is responsible for managing and resolving IT support requests and ensuring smooth IT operations within an organization. Here are key skills essential for a successful IT Service Desk Administrator:

1. Technical Proficiency: Strong understanding of IT systems, hardware, software, and networking concepts to effectively troubleshoot issues.

2. Customer Service Skills: Excellent verbal and written communication skills to provide clear guidance and support to end-users.

3. Problem-Solving: Strong analytical skills to diagnose and resolve technical issues efficiently and effectively.

4. Ticketing Systems Knowledge: Familiarity with IT service management (ITSM) tools and ticketing systems (e.g., ServiceNow, JIRA) for tracking and managing support requests.

5. Time Management: Ability to prioritize tasks and manage time effectively to meet service level agreements (SLAs) and respond to requests promptly.

6. Documentation Skills: Proficiency in documenting issues, solutions, and procedures to build a knowledge base and improve future support.

7. Team Collaboration: Ability to work collaboratively with other IT team members and departments to resolve complex issues.

8. Adaptability: Flexibility to adjust to changing technologies, processes, and user needs in a dynamic IT environment.

9. User Training: Skills to train and educate end-users on IT systems and best practices, enhancing their overall experience and efficiency.

10. Continuous Learning: Commitment to staying updated on new technologies, software, and IT support trends to enhance skills and knowledge.