Service Desk Support Officer at International Energy Insurance Plc

Duties and Responsibilities

• Ensure logging and follow-through to resolution of all incidents and service requests on the IT ServiceDesk solution
• Generate scheduled and on-demand reports on IT service levels delivery
• Follow up on all logged incidents and service requests to resolution
• Ensure optimal utilization of the IT Service Management tools
• OS Support - Windows, MacBook, Windows Server 2012 R2, 2016, CentOS
• Provide support of Microsoft products such as Office (various versions)
• Troubleshoot, diagnose, and resolve technical hardware, software and/or network issues
• Be responsible for maintaining the web/video conferencing and collaboration applications; Zoom, Microsoft Teams
• End user and product support for printers and photocopiers
• Provision of onsite and/or remote troubleshooting and support to end-users
• Identify and diagnose issues and problems
• Categorize and record reported queries and provide solutions
• Escalate unresolved problems to a higher level of support
• Record events and problems and their resolution in logs
• Provide one on one training when requested
• Manage the IT recycle program for the organization
• Be the first point of contact for staff on collection of new hardware and replacement of Hardware.
• Maintain technical documentation and service catalogue on installation of software, configuration of hardware and problem troubleshooting
• Ensure the IT Assets inventory is kept up to date

Educational Qualification & Trainning

• A Bachelor’s Degree in information technology, computer science, or related field.
• Minimum of 2-4 years’ Work experience.

Skills and Abilities:

• First line software maintenance and support (Email and Collaboration Platform, Network Infrastructure and other IT Hardware and Peripherals)
• Possessing specialist knowledge of operating systems, devices, applications and software
• Possessing knowledge of IT service management processes