## Title: Service Desk Support Officer

An exciting opportunity has arisen for a motivated professional to join our IT Service Desk team in a support officer capacity.

Ensure logging and follow-through to resolution of all incidents and service requests on the IT Service Desk solution
Generate scheduled and on-demand reports on IT service levels delivery
Follow up on all logged incidents and service requests to resolution
Ensure optimal utilization of IT Service Management tools
Provide operating system support for Windows, MacBook, Windows Server 2012 R2, 2016, and CentOS
Provide support for Microsoft products including Office (various versions)
Troubleshoot, diagnose, and resolve technical hardware, software, and network issues
Maintain web and video conferencing applications including Zoom and Microsoft Teams
Provide end user and product support for printers and photocopiers
Deliver onsite and remote troubleshooting and support to end users
Identify, diagnose, categorize, and record reported queries and provide solutions
Escalate unresolved problems to higher level support teams
Record events, problems, and their resolution in logs
Provide one-on-one training to end users when requested
Manage the IT recycle program for the organization
Serve as the first point of contact for staff regarding new hardware collection and hardware replacement
Maintain technical documentation and service catalogue on software installation, hardware configuration, and problem troubleshooting
Ensure IT Assets inventory is kept up to date

First line software maintenance and support (Email and Collaboration Platform, Network Infrastructure, and IT Hardware and Peripherals)
Specialist knowledge of operating systems, devices, applications, and software
Knowledge of IT service management best practices

Service Desk Support Officer at International Energy Insurance Plc

Description du poste