JOB PURPOSE/SUMMARY

To (i) respond to incidents and requests for service; (ii) identify, analyse, troubleshoot, and resolve IT problems; and, (iii) coordinate with other sub-units within IT, where necessary, to resolve, inform and provide updates to stakeholders.

DUTIES/RESPONSIBILITIES

• Logs all incoming service desk calls into the Information Technology Service Management (ITSM) system.
• Analyses and resolves Incidents and Problems and provides timely updates to stakeholders.
• Assigns Incidents to the appropriate support groups or escalates tickets to the various IT sub-units in compliance with defined Service Level Agreements (SLAs).
• Actions requests (for ex. password resets, remote configuration, hardware diagnostics, software installation and equipment scheduling) as required.
• Keeps peers and staff informed about significant problems, system delays and ticket progress.
• Stays current with supported technologies and researches solutions as needed.
• Undertakes special assignments, projects and other related responsibilities, as assigned.

QUALIFICATIONS & EXPERIENCE

• Minimum of 2 Advanced Level Subjects (excluding Caribbean and Communication Studies)
• ITIL Foundation, CompTIA A+, Networking+ or any other related Certifications
• OR
• Diploma/Associate degree in Computer Science, Computer Engineering or related IT technical field
• At least two (2) years working experience with one (1) year providing end user support for computer hardware, software and peripherals.
• Experience in an ITIL based Service Desk environment will be considered an asset.

COMPETENCIES

• Sound troubleshooting and problem-solving skills
• Customer service orientation
• Good oral and written communication skills
• Ability to multitask and adapt to changing priorities
• Ability to work productively and ethically in a team environment