IT Service Desk Technician

Role Summary

To trouble shoot IT / Infrastructure problems, manage users, hardware, servers and clients. Software management and support services.  Network and Security support.

Key Responsibilities

• Responsible for second-level support, software installation, customer training and preventative maintenance in a large enterprise Windows network
• Improvement of the Service quality and realization of   internal processes.
• Supporting global infrastructure rollouts and other IT projects.
• Installation and configuration of clients via DSM (Computer support)
• IT Assets Management / Procurement Management (Ivanti)
• Monitor and maintenance of local network infrastructure
• Monitor and maintenance of printer infrastructure
• Identifying and logging potential IT problems.  Prioritizing work in line with the appropriate service targets
• Documenting methods and techniques to improve overall team performance

Interfaces/Internal Customers/ Suppliers

This position works closely with other team members in resolving customer issues and requests

• Subsidiaries of IT HUB Middle East Africa
• Other IT HUBS
• IT Administrators
• Service Owners
• External Service Providers

Qualifications and Experience

• MCSE (Microsoft Certified Systems Engineer) certification
• Knowledge of project- and service management
• Good knowledge and experience of remote access software and remote software installations, Networks, Telephony, printing, together with good knowledge and experience of IT hardware support, cloud-based technologies and experience of Service Management tools
• Knowledge of Local Area Networking (LAN) and Wide Area Networking (WAN) technologies will be advantageous. 

Key Attributes

• Must work well in a team environment    
• Ability to work with minimal guidance / Supervision
• Ability to work under pressure    
• Excellent communication and customer relationship skills
• High Commitment level 
• Attention to detail          
• Excellent diagnostic and problem-solving skills
• Flexibility
• Administration skills
• Learning & Researching
• Willingness to travel