Job Description:
EPM Group is looking to recruit a qualified IT ServiceDesk Engineer to join the IT team. The IT ServiceDesk role requires to provide effective ICT assistance across all aspects of the business. The role should also be responsible for supporting and maintaining all end-user related hardware/software.
In this role your responsibilities will include the following:
- Deliver work on time and log time spent on tasks
- Perform tasks in a structured manner and manage time effectively, multitask and save time by following the fastest procedures possible
- Liaise with other ICT teams and vendors, coordinate, cooperate and show the teamwork
- Perform preventive maintenance tasks as required
- Participate in the Problem Management process by identifying problems, reporting known problems, reporting expected problems, resolving identified problems
- Install, configure, deploy, maintain, troubleshoot, and support all hardware assets
- Attend end-user calls, tickets, emails, and walk-ins effectively and efficiently
- Effective communication and reporting to management
- Document knowledge articles related to the Service Delivery Team
- Ensure achieving individual and department KPI’s monthly, quarterly, and annually
- Follow and apply ITIL standards during the day-to-day operations and in projects, and apply the service standards
- Follow all policies, procedures, standards, instructions, templates, guides, checklists, and forms provided by EPM and ICT
Skills
The ideal candidate will possess the following skills and experience:
- 5-7 years of experience in a similar Position
- 7-10 years of experience in a similar Industry
- Degree in information systems or related field
- Mandatory certifications: ITIL, and MCITP.
- Optional Certification: Cisco Certified Network Associate