Helpdesk Specialist

Responsible for providing technical assistance and support related to JICE computer systems, hardware, or software. Responds to queries, runs diagnostic programs, isolates problems, and determines then implements solutions, while utilizing Service Management system to document, log, assign, escalate tickets and contribute knowledge.

• Install and configure new PC hardware and software on desktops, laptops and peripherals such as phones, printers, external drives and other related hardware. 

• Diagnose, troubleshoot and resolve Microsoft Windows, hardware, system failures or bugs and software problems. 

• Perform basic computer wired and wireless network troubleshooting. 

• Monitor and maintain computer systems and networks. 

• Communicate and assist users through a series of actions to help set up systems or resolve issues. 

• Monitor and administration of CCTV camera system, Security & attendance devices. 

• Setup new users’ accounts and profiles and deal with password issues.

• Maintain historical records by documenting hardware and software changes and revisions.

• Contribute to team effort by accomplishing related results as needed. 

• Manage security options and software in computers and networks to maintain privacy and protection from attacks. 

• Utilize incident system to log, assign and escalate tickets.

• Prioritize and schedule incidents and requests based on urgency and impact.

• Escalate tickets (when required) to the appropriately experienced technician or vendor.

• Asset Management for sites and ensure assets (hardware, UPS) are covered within warranty and functioning as required.

• Provide knowledge and support on collaboration tools.

• Collaborate with third party suppliers where appropriate and manage and escalate open tickets as required to enable us to meet or exceed service levels.

• Communication skills

• Customer-oriented and patient

• knowledge of office automation products, databases, and remote control.

• Ability to diagnose and resolve basic technical issues.

• Good understanding of computer systems, mobile devices and other tech products

• Teamwork

• Proven experience in an IT operations or service desk role.

• Knowledge of ITIL-aligned Incident, Problem, Configuration, Change and Knowledge Management Policies, Processes and Procedures and supporting roles and tools (ITIL Certification)

• Ability to manage own tasks and assigned tickets in a timely manner and ensure closure within the agreed SLAs.

Information technology