The Associate Manager - IT Service Desk Engineering is responsible for supporting employees with all IT-related technical support issues. This includes determining the nature of problems, diagnosing hardware or software issues, providing effective assistance, and maintaining strong customer relationships. The ideal candidate will possess a deep understanding of a diverse array of Information Technology policies and procedures and demonstrate maturity and reliability in providing consistent user support.
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Key responsibilities include:
- Maintaining service availability by measuring and monitoring system health.
- Troubleshooting issues and analyzing system performance.
- Responding promptly to alarms and alerts related to service issues.
- Communicating with product teams to notify relevant parties of operational issues.
- Supporting the underlying application infrastructure to reduce service risks and inefficiencies.
- Reading technical manuals and conducting diagnostics to resolve problems.
- Developing training materials and procedures, and training users on hardware and software usage.
- Providing Level 1 support for user requests.
Qualifications:
- Preferred: A tertiary-level qualification from an internationally recognized institution.
- Experience: 1 to 3 years of relevant experience in IT Service Desk or similar roles.
- Skills: Proficient in customer service management, data mining and modeling, help desk support, and troubleshooting.
- Behavioral competencies include strong communication skills, flexibility, learning agility, and analytical skills.
Work Conditions:
- On-site position, with full-time hours.
Language Requirements:
- Proficiency in English is preferred to ensure effective communication within the team and with users.
