IT Service Desk Administrator

Summary

Provide first (1st) tiered Service Desk support to the Sagicor Group Jamaica (SGJ) user base. Perform security administration duties for all computer systems while acting as first point of contact for all user-related information technology (IT) issues. Resolve some IT issues and escalate others appropriately while ensuring users are provided with speedy feedback and subsequent follow-ups. *Must be available for 24-hour support or as needed in the event of an emergency (on call – on a rotation basis). *Must be available for work on public holidays as required by shift schedule or as deemed necessary by management.

Responsibilities

• • Supervise and support the execution of Service Desk operations.
• • Provide first tier technical support to team members to resolve systems incidents and perform daily Service Desk application support.
• • Coordinate and ensure problem resolution with internal and external support resource.
• • Participate in analyzing reported production issues or requests to determine and prioritize areas for improvements.
• • Troubleshoot, identify and resolve client problems and concerns associated with office automation equipment, hardware and software.
• • Manage the Group’s IT Service Desk and extended support resources to ensure effective and efficient IT support to Sagicor Group Jamaica.
• • Assess issues and assign the necessary resources-based support tier and availability.
• • Escalate and assign all problems and requests to the appropriate personnel or to management and give feedback to users.
• • Manage the on-boarding and offboarding of user access and security profiles on various systems and assisting users with access to their accounts.
• • Assist in coordinating the resolution of workstation, technical, computer operations, equipment, applications/ software, systems and operations equipment problems inclusive of telephones.
• • Document IT Service Desk procedures, processes and solutions.
• • Ensure efficient operations and optimal service levels.
• • Provide business systems technical support to major projects.
• • Recommend, conduct and attend training sessions geared to improving the delivery of service to Sagicor Group Jamaica.
• • Report all evidence of impropriety, which violates operations management and security.
• • Ensure full confidentiality of all banking and systems operations.
• • Ensure windows and system access is provided and removed appropriately based on established procedures and IT security policy.
• • 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 any other job-related duties assigned from time to time.

Required Skills

• • Hardware knowledge of laptops, PC, mobile and peripheral devices are required.
• • Working knowledge of Microsoft Windows operating systems and strong desktop support skills with Windows, Microsoft Office, Remote Desktop Support, Basic Active Directory management.
• • Astute level of technical knowledge of IT systems, processes, standard operating procedures, infrastructure and operations.
• • Ability to effectively prioritize and execute tasks in a high-pressure environment.
• • ITIL v4 Foundation knowledge and experience would be an asset.
• • Sound knowledge of computer software packages including word processing and spreadsheet applications.
• • Effective oral and written communication skills.

Qualifications

• • Bachelor’s Degree in Computer Science or equivalent qualification from a recognized tertiary institution.
• • Certification in CompTIA A+, Network +, ITIL V4 Foundation or equivalent qualification.
• • At least two (2) years’ working experience in a similar role, supporting network workstations and computer software applications.

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