1. Purpose of the Job.

The IT Service Desk Officer is the first point of contact for all IT-related incidents, service requests, and inquiries. The role ensures efficient and customer-focused support by logging, prioritising, resolving, and escalating issues in line with ITIL best practices and service-level agreements (SLAs). The IT Service Desk Officer plays a crucial role in maintaining IT service quality, ensuring user satisfaction, and supporting the Manager, IT Service Delivery in delivering reliable and consistent IT services across the organisation.

2. Key Results Areas / Accountabilities.

A. Incident & Request Management.

• Serve as the primary contact for users seeking technical assistance through phone, email, chat, or ticketing tools.
• Log, categorise, and prioritise incidents and service requests accurately in the ITSM system.
• Resolve first-line issues and escalate unresolved problems to the appropriate support teams within SLA.

B. Technical Support & Troubleshooting.

• Provide support for end-user devices, operating systems, printers, mobile devices, and standard business applications.
• Assist users with password resets, account unlocks, access requests, and application support.
• Support remote and on-site troubleshooting using approved tools and procedures.

C. Customer Service & Communication.

• Deliver high-quality, courteous, and timely customer service to all users.
• Maintain clear communication with users regarding ticket progress, resolutions, and service interruptions.
• Ensure customer satisfaction by following up on resolved tickets and capturing feedback.

D. Knowledge & Documentation Management.

• Maintain accurate documentation of issues, solutions, and troubleshooting steps.
• Contribute to knowledge base articles and self-service guides for common user issues.
• Document all service desk processes and update procedures as needed.

E. Monitoring & Reporting.

• Monitor system alerts, outages, and performance issues, escalating critical incidents promptly.
• Assist in preparing service desk performance reports, service level compliance, and incident trends.
• Support problem management efforts by identifying recurring issues and contributing to root cause analysis.

F. Continuous Improvement.

• Recommend improvements to service desk processes, tools, and workflows.
• Participate in IT projects, system upgrades, and service improvement initiatives.
• Stay updated with new technologies and best practices relevant to end-user support.

3. Qualifications.

• Bachelor’s degree in information technology, Computer Science, Information Systems, or related field.
• ITIL Foundation certification.
• Additional technical support certifications in CompTIA A+, Network+, Microsoft 365, AWS, Axure, GCP or equivalent

4. Skills / Competencies.

A. Technical Skills.

• Strong knowledge of Windows/macOS operating systems, Microsoft 365, and common enterprise applications.
• Basic understanding of networking concepts (TCP/IP, DNS, DHCP, VPN).
• Familiarity with IT Service Management (ITSM) tools such as ServiceNow, Freshservice, Jira Service Desk, or similar.
• Proficiency in troubleshooting hardware, software, and peripheral devices.
• Ability to use remote support tools and diagnostic utilities.

B. Behavioral Competencies

• Excellent communication and interpersonal skills.
• Strong customer service orientation and professional attitude.
• Problem-solving and analytical thinking.
• Ability to work independently and within a team.
• High level of integrity, reliability, and attention to detail.
• Ability to prioritise tasks in a fast-paced environment.

5. Experience.

• Minimum 3 years’ experience in an IT Service Desk, Help Desk, or Technical Support role.
• Experience supporting business users in a professional, enterprise IT environment.
• Exposure to ITIL processes (incident, request, change management).
• Experience troubleshooting Microsoft 365, desktop/laptop hardware, and mobile devices.

• Serve as the primary contact for users seeking technical assistance through phone, email, chat, or ticketing tools.
• Log, categorise, and prioritise incidents and service requests accurately in the ITSM system.
• Resolve first-line issues and escalate unresolved problems to the appropriate support teams within SLA.
• Provide support for end-user devices, operating systems, printers, mobile devices, and standard business applications.
• Assist users with password resets, account unlocks, access requests, and application support.
• Support remote and on-site troubleshooting using approved tools and procedures.
• Deliver high-quality, courteous, and timely customer service to all users.
• Maintain clear communication with users regarding ticket progress, resolutions, and service interruptions.
• Ensure customer satisfaction by following up on resolved tickets and capturing feedback.
• Maintain accurate documentation of issues, solutions, and troubleshooting steps.
• Contribute to knowledge base articles and self-service guides for common user issues.
• Document all service desk processes and update procedures as needed.
• Monitor system alerts, outages, and performance issues, escalating critical incidents promptly.
• Assist in preparing service desk performance reports, service level compliance, and incident trends.
• Support problem management efforts by identifying recurring issues and contributing to root cause analysis.
• Recommend improvements to service desk processes, tools, and workflows.
• Participate in IT projects, system upgrades, and service improvement initiatives.
• Stay updated with new technologies and best practices relevant to end-user support.

• Strong knowledge of Windows/macOS operating systems, Microsoft 365, and common enterprise applications.
• Basic understanding of networking concepts (TCP/IP, DNS, DHCP, VPN).
• Familiarity with IT Service Management (ITSM) tools such as ServiceNow, Freshservice, Jira Service Desk, or similar.
• Proficiency in troubleshooting hardware, software, and peripheral devices.
• Ability to use remote support tools and diagnostic utilities.
• Excellent communication and interpersonal skills.
• Strong customer service orientation and professional attitude.
• Problem-solving and analytical thinking.
• Ability to work independently and within a team.
• High level of integrity, reliability, and attention to detail.
• Ability to prioritise tasks in a fast-paced environment.

• Bachelor’s degree in information technology, Computer Science, Information Systems, or related field.
• ITIL Foundation certification.
• Additional technical support certifications in CompTIA A+, Network+, Microsoft 365, AWS, Axure, GCP or equivalent