IT Service Desk Engineer at Workforce Group

Job Purpose

• Manage the first level (L1) support for the client to support the ICT infrastructure and applications.
• Local management of networks, applications, and infrastructure in line with the Client's Regional IT standards.

Key Interactions:

• Internal: Business users throughout the company including all related
• sites, locations, and remote users. This relates also to any business units & locations where the company is providing a support function.
• External: Third-party providers of ICT items including hardware and service. This includes, but is not exclusive to, computers & laptops,
• printers (including leasing companies), telecommunications, network devices, servers and infrastructure (cabling, ICT facilities, etc.).

Key Responsibilities

• Receiving, prioritizing, documenting, and actively resolving requests from business users in a timely manner, using the company's (both Regional) IT service desk ticketing application(s);
• Escalation, where necessary, to the appropriate party depending on the nature of the request or issue (including the data center change/issue management team, and other third-party teams);
• Maintenance of business user accounts in line with IT control procedures (including new starters, movers and leavers);
• Carrying activities for adequate system and hardware maintenance according to Regional IT standards;
• Installation, support and routine maintenance related to all deployed hardware, software and network applications;
• Ensure supporting records are kept up to date, including back-up logs, asset registers and data related to user information;
• Developing and adhering to the Service Level Agreements with all client's software users
• Maintenance of support documentation and ensure this is available to business users.

Technical Skills:

• Current technology and practices related to Microsoft (MS) maintenance for Active Directory;
• MS Windows system administration;
• Technical knowledge of internet and telecommunications solutions;
• Experience of MS SCCM deployment;
• Experience of Service Now desirable (not required);
• Knowledge of SAP GUI installation desirable (not required);
• Working knowledge of IT-related infrastructure.

Educational Qualification

• Good level of secondary education
• Certification in Microsoft and/or Cisco technology and/or network related disciplines desirable.

Required Experience:

• Three (3) years' experience performing service desk operations;
• Experience with providing support across multiple sites and remote users;