Technical Support Officer
We are seeking an experienced Technical Support Officer to join our team. The successful candidate will provide first-line technical support within assigned zones, ensuring timely and effective resolution of customer issues.
The Service Desk Officer supports the administration of incidents and service requests to ensure continuity, security, and the stability of IT services. This role involves:
* Providing first-line technical support within assigned zones.
* Logging service requests/incidents and resolving them promptly.
* Sending follow-up emails on outstanding tickets.
* Supporting customers as directed by the IT Manager.
* Escalating major incidents/problems to the IT Manager.
* Maintaining accurate records of resolutions for traceability and analysis.
* Following service desk procedures and SLAs to ensure consistent support standards.
* Monitoring performance data to track progress against SLAs.
This role requires a strong understanding of operating systems, networks, servers, programming languages, and knowledge in a Microsoft-centric environment (e.g., Office 365, Active Directory).
The ideal candidate will have tertiary or technical qualifications – up to 2 years' experience post-qualification. Alternatively, they may have up to 10 years of service desk experience without formal qualifications.
The selected candidate will be responsible for:
* Supporting the administration of incidents and service requests.
* Ensuring timely and effective resolution of customer issues.
* Maintaining accurate records of resolutions.
* Following service desk procedures and SLAs.
Key skills and qualifications include:
* Tertiary or technical qualification – up to 2 years' experience post-qualification.
* Up to 10 years of service desk experience without formal qualifications.
* Strong understanding of operating systems, networks, servers, programming languages, and knowledge in a Microsoft-centric environment (e.g., Office 365, Active Directory).
* Excellent communication and interpersonal skills.
This is an exciting opportunity to join a dynamic team and contribute to the success of our organization. We offer a competitive salary, opportunities for growth and development, and a collaborative work environment.
We value diversity and inclusion and welcome applications from candidates with diverse backgrounds and experiences. We are committed to creating a workplace culture that is inclusive, respectful, and supportive of all employees.