Provision and on-going delivery of IT Help Desk service

Essential Qualifications/Experience:

·       Bachelor's degree in Computer Science, Information Technology, or a related field is preferred Equivalent practical experience and industry certifications will also be considered

·       3-5 years of experience in supporting IT end users’ devices, hardware and software

·       Proven experience as system administrator, particularly with Windows clients

·       Proficiency in troubleshooting hardware, software, and network issues

·       Knowledge of Active Directory, Group Policy, and Windows Update management

·       Strong communication and interpersonal skills for user support and training

·       Familiarity with IT best practices (ITIL) and tools

·       Experience with IT service management (ITSM) tools

·       Experience with SCCM/Configuration Manager for deployment of:  Windows Baseline, Applications and Patches

Desirable Qualifications/Experience:

·       Relevant certifications such as CompTIA A+, Microsoft Certified: Modern Desktop Administrator, or equivalent

·       Experience with remote desktop support tools and virtualization environments

·       Working knowledge of ITIL processes and procedures

·       CompTIA Network+ or Security+

·       Proficiency in scripting languages (e.g., PowerShell, Bash)

·       Knowledge of IT security best practices

DUTIES/ROLE:

·       Timely resolution of IT support tickets in accordance with agreed Service Level Agreements (SLAs) or Service Support Packages (SSPs), as applicable. This also includes the provision of IT Service Management (ITSM) reporting covering incidents, service requests, and change activities

·       Ensure the maintenance and continuous update of IT service documentation, including Standard Operating Instructions (SOIs), Standard Operating Procedures (SOPs), and troubleshooting guides

·       Contribute to the ITSM knowledge base by documenting problem resolutions, known errors, and workarounds, and shall support the implementation of system updates and patches with minimal disruption to end users