IT Service Desk Assistant

Summary

Provide first tiered service desk support to the Sagicor Group Jamaica user base. Act as the first point of contact for all user-related IT issues or requests. Escalate to the supporting teams appropriately while ensuring users are provided with speedy feedback and subsequent follow-up with outstanding tickets. **Must be available for 24-hour support or as needed in the event of an emergency. Must be able to work on call or over time as needed.

Responsibilities

• • Provide first tier technical support to team members to resolve systems issues and perform daily Service Desk application support.
• • Coordinate and ensure problem resolution with internal and external support resource.
• • Participate in analysing reported production issues or requests to determine and prioritize areas for improvement.
• • Implement solutions to solve or minimize user incidents.
• • Identify, troubleshoot and resolve problems and concerns associated with office automation equipment, hardware and software.
• • Manage Sagicor Group Jamaica’s IT Service Desk and extended support resources to ensure effective and efficient IT support to the Group.
• • Provide application support for all business systems.
• • Document IT Service Desk procedures, processes and solutions.
• • Ensures efficient operation and optimal serve levels.
• • Provide business systems technical support to major projects.
• • Ensure effective user and training documentation for effective use of Service Desk functionality, policies and procedures; conduct end-user training as needed.
• • Maintain regulatory compliance in daily activities by strictly adhering to data privacy regulations/acts and relevant cybersecurity policies, and defined standards, guidelines, and procedures to avoid non-compliance and associated risks.
• • Perform other job-related duties assigned from time to time.

Required Skills

• • Working knowledge of the hardware, software, application and integration of the PC environment, applications, connectivity, and peripheral equipment.
• • Sound human relations and client service skills.
• • Effective oral and written communication skills.
• • Working knowledge of the process for the installation, configuration, and maintenance of application software for multi-user computer systems.
• • Ability to effectively prioritize and execute tasks in a high-pressure environment.
• • Knowledge of Microsoft Office Suite.
• • ITIL/COBIT knowledge and experience would be an asset.
• • High proficiency in the use of computer software packages such as word processing, spreadsheet, presentation and Internet applications.

Qualifications

• • Minimum of an Associate’s Degree in Computer Science or equivalent qualification from a recognized tertiary institution.
• • Computer Technician Certification/ Diploma or equivalent technical qualification.
• • Two (2) years’ working experience supporting networked workstations and Personal Computing (PC) applications.

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