IT Service Desk Specialist

GENERAL INFORMATION Job Title: IT Service Desk Specialist

Function: Finance

Department: Information Technology

Section: IT Operations

REPORTING AND INTERACTION LINES Reports to:

• IT Service Desk Sr. Specialist

Supervises:

• IT Service Desk Officer

JOB DESCRIPTION ROLE PURPOSE

This role main responsibilities to provide first level support and technical assistance and support related to all SGS employees with computer, systems, hardware, or software. Responds to queries, runs diagnostic programs, isolates problem, and determines and implements solution.

ROLES & RESPONSIBILITIESOperational

• Contribute and implement an annual Helpdesk Operating Plan, in line with SGS’s IT strategy

• Assist in the development, updating, and implementation of an incident handling process to ensure that SLAs are being met, escalated, and assessed effectively

• Undertake the effective and efficient process of level 1 IT requests and issue in a timely manner

• Prioritise IT-related issues faced by end-users based on their severity

• Contribute the efficient escalation to level 2 and level 3 IT teams when necessary

• Oversee and ensure constant communication and coordination within SGS to satisfy support requirements

• Develop and maintain of an up-to-date and comprehensive log of IT requests and issues.

• Deliver IT services to end user (help desk, service maintenance, service management, special airport systems, network and communications, systems and database/ datacenter, physical security systems)

• Contribute in operate IT infrastructure solutions and manage and execute day to day operational activities in line with defined policies, processes, and service level agreements

• Implement the installation and resolution of hardware problems

• Deliver end-user hardware (computers, laptops, tablet, etc.) and applications (email, calendar, directory tools, word processing software, etc.) in SGS’s HQ and airports

• Contribute in execute Disaster Recovery for the IT function in line with corporate initiative

• Implement appropriate level of Business Continuity Management measures for counteracting interruptions to business activities.

• Assist management of vendor providers in coordination with IT Strategy.

JOB REQUIREMENTSQUALIFICATIONSMinimum Education Required

• Minimum of a bachelor’s degree in a relevant field is required e.g., Computer Science or Management Information Systems

Professional Certifications Required

• Not Applicable

EXPERIENCE Years of experience

• Minimum of 4 – 6 years in relevant field or similar job.

LANGUAGES Language Proficiency Level

Beginner

Intermediate

Advanced

1

English

x

COMPETENCIES Core Competencies

1

Customer Centric: Building strong customer relationships and delivering customer-centric solutions

2

Takes Initiative: Taking on new opportunities and tough challenges with a sense of urgency, high energy, and enthusiasm

3

Accountable: Holding self and others accountable to meet commitments

4

Collaborative: Building partnerships and working collaboratively with others to meet shared objectives

5

Communicative: Developing and delivering effective communications that convey a clear understanding of the unique needs of different audiences

6

Trustworthy: Gaining the confidence and trust of others through honesty, integrity, and authenticity