Senior Service Desk Officer

About This Role

The Service Desk Senior Officer is the primary point of contact for technical issues within a company.

The objective is to maintain employee and system productivity through timely diagnosis and resolution of hardware, software, networking, and related technical concerns.

To work on day-to-day activities to provide technical support for company users within policies and procedures.

Service Desk Operations :

• To support business user’s PC’s, Laptops, Hardware and software.
• Software installation such as: Operating Systems, Office, Outlook, Antivirus) or any other programs or application comply with IT policy.
• Hardware Installation such as: PC setup & maintenance, Printer, scanner & driver installation. Printer ink: changing printer ink.
• Software troubleshooting such as: Operating Systems, Office troubleshooting, disk recovery and any other system, application, antivirus or virus, and login problem.
• Networking Basics: Understanding of TCP/IP, DNS, DHCP, and VPN configurations.
• Network Support Troubleshooting basic connectivity issues, Wi-Fi performance, and cabling.
• Security Monitoring systems for malware, ensuring antivirus and security software is active, and educating users on phishing risks.
• Documentation Maintaining logs of all interactions in a Ticketing System and creating "How-To" guides for common issues.

Policies, Processes and Procedures:

• Follow all relevant IT policies, processes, standard operating procedures and instructions so that work is carried out in a controlled and consistent manner.
• Contribute to the identification of opportunities for continuous improvement of systems, processes and practices considering leading practices, improvement of business processes, cost reduction and productivity improvement.
• Promote the implementation and adherence to policies, processes and operating procedures to others within Company.

Safety, Health and Environment:

• Comply with all relevant safety, health and environmental management policies, procedures and controls to ensure a healthy and safe work environment
• Participate in incident and accident investigations as required in line with agreed safety, health and environment policies, procedures and controls
• Report on changes within AIC that impact on relevant safety, health and environmental management policies, procedures and controls