Service Desk Engineer

Job Responsibilities

• Provide general first level technical support to end users organization-wide.
• Man the helpdesk and respond to all helpdesk calls.
• Assist in maintaining issues/request log. Ensure accurate and prompt logging of all requests/ issues onto the central database.
• Assist in providing first-level phone support on IT related issues and escalate more technical issues requiring location visits to appropriate second-level/expert support teams within the unit.
• Escalate to the Network and Infrastructure Support team, all LAN/WAN/Server downtimes and hardware operational issues e.g. network connectivity, printing errors, drive failure, etc.
•  Escalate all enterprise solutions-related issues to the Enterprise Solutions Support.
• Provide first-level instructions on software installation and configuration e.g. client applications, anti-virus utilities, printer drivers, etc.
• Provide continuous user application and system support to the call center and other relevant IT units.
• Communicate resolution of faults to end-users/ request initiators.
• Assist in developing programs for training end users on self-help tips and office application usage.
• Ensure security of all workstations through proper installation and regular updates of an effective anti-virus program on every workstation.
•  Implement/comply with pre-defined service desk management policies and procedures.
• Assist in administering internal customer satisfaction surveys to obtain feedback on helpdesk efficiency (where necessary).
• Liaise with relevant unit/ team/function in carrying out all relevant activities.
• Attend team/divisional/departmental meetings as required.
• Provide guidance and manage the performance of subordinates (where applicable)

Qualifications

• First degree or equivalent in a relevant discipline

Requirements

·        Minimum of two (2) years relevant work experience.