Service Desk Officer at HR Aid

Work days: Monday-Friday 
Salary: 200,000

Job Overview:

The Service Desk Officer is responsible for providing first-line support and assistance to internal and external customers regarding technical issues and inquiries. This role involves troubleshooting hardware and software problems, assisting with system access and permissions, and ensuring timely resolution of IT-related issues to minimize disruptions to business operations.

Key Responsibilities:

• Respond promptly to service desk tickets, phone calls, and emails, providing technical support and guidance to end-users.
• Diagnose and resolve hardware, software, and network issues, escalating more complex problems to the appropriate IT personnel.
• Install, configure, and maintain computer hardware, software, peripherals, and network devices.
• Assist with user account management, including creating, modifying, and disabling user accounts, and resetting passwords.
• Conduct software installations, updates, and patches, ensuring compatibility and compliance with company policies.
• Document all support activities, solutions, and resolutions in the service desk ticketing system for future reference and analysis.
• Collaborate with other IT teams to identify and implement process improvements and enhancements to enhance service delivery and customer satisfaction.
• Provide training and guidance to end-users on IT systems, tools, and best practices to optimize their productivity and efficiency.
• Maintain a high level of professionalism, confidentiality, and customer service orientation in all interactions with internal and external stakeholders.

Qualifications:

• Bachelor\'s degree in Information Technology, Computer Science, or a related field (or equivalent work experience).
• Proven experience in a technical support role, preferably in a service desk or help desk environment.
• Strong knowledge of computer hardware, software, operating systems, and networking technologies.
• Proficiency in troubleshooting and problem-solving techniques, with the ability to diagnose and resolve technical issues efficiently.
• Excellent communication and interpersonal skills, with the ability to effectively interact with individuals at all levels of the organization.
• Customer-focused mindset with a commitment to delivering high-quality service and support.
• Ability to work independently and collaboratively in a fast-paced environment, managing multiple priorities and deadlines effectively.
• ITIL certification or knowledge of IT service management best practices is a plus.