• Respond to incidents or requests for help, via the phone, email and web
  • Diagnose and resolve technical hardware and software issues via call or remote tools.
  • Opens, tracks, and closes trouble tickets; ensuring documentation (in tickets and in the Knowledge Base articles)
  • Ensure tickets managed within KPI measurements and standards.
  • Identify and escalate incidents and problems requiring urgent attention
  • Escalate incidents and problems to the appropriate group
  • Provides scheduled and adhoc reporting from Helpdesk system to clients and management.
  • Follow the Service Desk Standard Operating Procedure (SOP)
  • Performs other related duties as assigned to ensure effective operation of department.


  • Diploma or Degree in IT with preferably at least 1-year service desk experience.
  • Experience troubleshooting and supporting the following technologies in a professional environment - Email, Microsoft 365, VPN (preferably Cisco AnyConnect), Active Directory, Basic Network / Internet Connectivity (basic command lines, check for IP)
  • Knowledge of Windows and Mac Operating Systems
  • Knowledge of troubleshooting Mobile Devices (iOS and/or Android)
  • Experienced in using ITSM ticketing tools.
  • Knowledge in ITIL Standard.
  • Proficient in usage of ServiceNow Ticketing system
  • Experience in Microsoft 365 administration
  • Technical certifications, Cloud Foundation, Microsoft, Network, etc.
  • MS scripting or programming knowledge.
  • Good oral and written communication skills
  • Good customer service skills
  • Excellent problem-solving skills
  • Ability to multi-task
  • Teamwork

Shortlisted candidate will be offered a 1 Year Agency contract employment.