Service Desk Technician

About the position

The IT Service Desk Technicians responsibility is primary support for site(s) as assigned and basic troubleshooting and ticket completion for those assigned site(s) through AADM, on the phone and via email/ or other remote access options. Secondary responsibilities include alternate site support as assigned for coverage. This support will include but is not limited to the following: User Account Administration, this includes all systems that the Technician has been given access to, both internal and external. The Technician will also be responsible for end user support on all software and hardware (laptops, desktops) that users may have regardless of origin.

Responsibilities

• Logging and updating all technology enquiries into the AADM helpdesk ticketing system and ensure that the appropriate action is being taken to meet Service Level Agreements. Ensuring that tickets are updated daily where required.

• Providing technical desktop and application support to staff in person/on site, or to remote workers as required.

• Undertaking technical troubleshooting, carry out remote diagnostic tests and research issues with the relevant manufacturers or vendors as required.

• Escalating tickets that require help from other resolvers to deliver best practice customer service or to achieve Service Levels of Agreement KPI’s (SLA).

• Create, update, and maintain detailed internal IT documentation including asset inventories.

• Assist with ad hoc tasks relating to implementation projects, support projects or support administration.

• Contribute to shared global IT off-boarding tasks and responsibilities.

• Facilitate the provisioning of laptops for new hire on-boarding and upgrades.

• Assist with new hire onboarding and training curriculum.

• Onboard and support third-party vendors and/or contractors.

• Assist with regular patching and Windows feature updates for end user hardware.

• IT Procurement following established process for ordering IT hardware standards.

Requirements

• Bachelor’s degree
• English proficiency
• A general technical understanding and familiarity with Microsoft applications such as Microsoft 365, Teams, SharePoint etc.
• A technical understanding of Microsoft Windows operating systems.
• A basic technical understanding of network troubleshooting.
• 3+ years in an IT Service Desk role or a Customer Support environment would be a distinct advantage.
• Operating System and software deployment to end users using Microsoft System Centre Configuration Manager (SCCM).

What we offer

• Professional growth and career development opportunities within the organization.
• Continuous training and learning in manufacturing processes and technologies.
• Participation in strategic projects and continuous improvement initiatives.
• A professional, collaborative, and results-driven work environment.
• Benefits superior to those required by law.
• Job stability and a defined career path.

Application / Contact

If this sounds interesting and likely the right challenge for you, we look forward to receiving your application!

Please register your CV/resume and cover letter.

Within your application, please inform us regarding your notice period and salary expectations.

The applications will be handled on an ongoing basis and the position may be filled before the application deadline date.