Job Summary

• We are looking for a competent Help desk technician to provide fast and useful technical assistance on computer systems. You will answer queries on basic technical issues and offer advice on how to solve them.
• An excellent Help desk technician must have good technical knowledge and be able to communicate effectively to understand the problem and explain its solution. They must also be customer-oriented and patient to deal with difficult customers.
• The goal is to create value for clients that will help preserve the company’s reputation and business.

Key Responsibilities

• Serve as the first point of contact for customers seeking technical assistance over the Phone, Email, CHAT & Web Incidents.
• Reviewing, triaging and managing support tickets.
• Working with internal teams and our support partners to resolve and clearly communicate updates with business users.
• Review ITSM support queues daily, drive down backlog and aged of tickets.
• Review ticket quality – ensure all mandatory fields are filled in.
• Ensure clear ways of working and efficient approach to help tackle the backlog.
• Understand business user’s needs and criticality of tickets to effectively prioritise own time and juggle tickets and issues from the business
• Establish and evolve relationships with key stakeholders - be the ‘go to person’ for selected issues, support or changes
• Set and manage expectations to support regional teams in their trading partner management/ communication and ensure clear information is shared with all key stakeholders in the trading partner set up process
• Partner with wider technology teams and be aware of and input into other changes
• Understand the underlying business processes that various applications support and combine that with an understanding of the technical aspect and processes.

Skill Requirements

To be successful in this role, you'll need

• Excellent communication and customer service skills.
• A proactive and organised approach to problem-solving.
• Basic technical knowledge of ICT systems and troubleshooting.
• An understanding of data protection and information security principles.
• A willingness to learn and adapt to new technologies.

Mandatory Skills

• Good understanding & knowledge on Windows Operating systems Windows 7,10 and 11 and general troubleshooting steps.
• Good understanding of IT security, ITIL and compliance issues related to endpoint management
• Excellent communication and customer service skills in English.
• Ability to guide users through common technical issues.
• Basic understanding of networking concepts (IP, DNS, DHCP).
• Hands-on experience with enrolling laptops or endpoint devices.

Other Requirements

Good to Have

• Exposure to ITIL framework or similar service management practices.
• Familiarity with service desk tools like ServiceNow, Remedy, or equivalent.
• Understanding of Active Directory, remote access tools, or MDM (Mobile Device Management) solutions.