Associate Manager - IT Service Desk Engineering

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.

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.