Sr. IT Helpdesk at BGI

BGI

Position: Sr. IT Helpdesk

Job Time: Full-Time

Job Type: Permanent

Place of Work: ****** - Ethiopia

Posted date: 1 month ago

Deadline: Submition date is over

Job Summary

Drive internal customer satisfaction by providing IT service support to all IT service users primarily senior company personnel at the corporate office through Application, Network Support, and Email Support and maintenance of all computers, printers, telecommunications, software, and IT resources at the required level of quality.

Main Duties and Responsibilities

• Ensure that PCs, laptops, and printers are properly configured and working as required.
• Ensure that all PCs are protected from virus attacks by installing the latest Anti-Virus program.
• Ensure that the necessary applications required by users are installed and working as expected.
• Handle service desk tickets that are logged via email, phone calls, or the ITSM tool promptly.
• Troubleshoot and resolve end-user hardware, operating system, client software, basic network, server access problems, and voice communication problems from the Helpdesk, where possible.
• Raise request for ICT consumables e.g., printer cartridges, flash drives, etc., to meet users request.
• Repair or replace faulty components of a computer and network system
• Perform scheduled maintenance and backup user data.
• Organize and provide knowledge transfer to site IT Helpdesks and develop training materials and procedures for end users and IT Helpdesks

Job Requirements

• Deep understanding of service management principles, frameworks (such as ITIL), and best practices.
• Good understanding of end-user devices, Windows OS, and client applications.
• Hands-on experience with customer service.
• Problem-solving and troubleshooting skills.
• Ability to communicate technical information to non-technical employees.

Education

• The position requires a minimum of a Bachelor’s degree in IT/Computer Science/Computer Engineering/BIS/MIS or related fields.
• CCNA/CompTIA A+/ ITIL Foundation Certificate is a plus.

Experience

• 4 years’ of relevant experience

Language

• Undefined