IT Service Desk Support at Jubilee Insurance

Job Ref. No. JLIL085

Role Purpose

Reporting directly to the Service desk Administrator, the resource will be primarily in charge of managing the Service desk and providing 2nd level IT support while managing 1st level support personnel.

Main Responsibilities

• Ensure that staff queries are resolved as soon as possible and within agreed SLA times.
• Coordinate with various other IT resources (Application and Infrastructure) to ensure that any IT PC/LAN/WAN issues are resolved as soon as possible
• Manage vendors deliveries & invoices appropriately.
• Conduct preventative maintenance on Jubilee owned IT assets on a regular basis to guard against early/frequent breakdowns
• Provide support for VC, meetings /conference room IT requirement.
• Close support calls within agreed time frames, accurate inventory is maintained and that agreed upon SLA with Users for their request is maintained.
• Providing first line support to customers & escalating customer calls to second line technical support.
• IT Communication for changes & critical updates from to the business & users.
• Any other tasks as assigned by the Service desk Administrator in accordance with the workings of the IT department of Jubilee Insurance

Functional Skills

• Active directory domain security and management
• ITIL Knowledge
• Basic Networking Skills

Qualifications

• Bachelor of Science Degree in Computer Science from a recognized University
• ITIL
• Microsoft Azure Fundamentals
• Microsoft Certified Systems Engineer (MCSE)

Relevant Experience

• 2+ years in experience networking, hardware, and system software.