Senior Service Desk Officer

The Service Desk Senior Officer is the primary point of contact for technical issues within a company. The objective is to maintain employee and system productivity through timely diagnosis and resolution of hardware, software, networking, and related technical concerns. To work on day-to-day activities to provide technical support for company users within policies and procedures. Service Desk Operations : • To support business user’s PC’s, Laptops, Hardware and software. • Software installation such as: Operating Systems, Office, Outlook, Antivirus) or any other programs or application comply with IT policy. • Hardware Installation such as: PC setup & maintenance, Printer, scanner & driver installation. Printer ink: changing printer ink. • Software troubleshooting such as: Operating Systems, Office troubleshooting, disk recovery and any other system, application, antivirus or virus, and login problem. • Networking Basics: Understanding of TCP/IP, DNS, DHCP, and VPN configurations. • Network Support Troubleshooting basic connectivity issues, Wi-Fi performance, and cabling. • Security Monitoring systems for malware, ensuring antivirus and security software is active, and educating users on phishing risks. • Documentation Maintaining logs of all interactions in a Ticketing System and creating "How-To" guides for common issues. Policies, Processes and Procedures: • Follow all relevant IT policies, processes, standard operating procedures and instructions so that work is carried out in a controlled and consistent manner. • Contribute to the identification of opportunities for continuous improvement of systems, processes and practices considering leading practices, improvement of business processes, cost reduction and productivity improvement. • Promote the implementation and adherence to policies, processes and operating procedures to others within Company. Safety, Health and Environment: • Comply with all relevant safety, health and environmental management policies, procedures and controls to ensure a healthy and safe work environment • Participate in incident and accident investigations as required in line with agreed safety, health and environment policies, procedures and controls • Report on changes within AIC that impact on relevant safety, health and environmental management policies, procedures and controls Show more Show less