IT Service Desk Specialist

Position Objectives:

Highly motivated tech-support professional skilled in troubleshooting, analyzing, and resolving complex technical problems, utilizing advanced resolution procedures in schools assigned. Provision professional and high-level customer service ensuring unresolved issues and queries are promptly escalated as per protocol. Acts as support and bridge between Cognita’s schools and Head Office.

● Act as a single point of contact for all user incidents, requests, and general communication.

● Restore ‘normal service operation’ as quickly as possible in the case of disruption.

● Improve user awareness of IT issues and promote the appropriate use of IT services and resources.

● Manage user communication and escalate incidents and requests using defined procedures.

● Boost the productivity of the users and users’ satisfaction level and overall efficiency of the school.

Responsibilities

● Manage IT incidents through an incident management system.

● Act as the primary point of contact for internal staff with IT issues via phone, email, or in person.

● Provide high-level customer service and escalate issues as per protocol.

● Assist the Service Lead/Supervisor in maintaining the IT operation.

● Provide Level 0/1 support for all applications and infrastructure.

● Repair and upgrade PC hardware and software, including scheduled maintenance.

● Maintain an inventory of equipment and software licenses, update computers with service packs/patches/applications, and prepare Service Desk reports ensuring smooth IT operations.

● Manage the provisioning and de-provisioning process of school IT resources, ensuring devices are connected to the network and providing support for data backup and recovery.

● Manage classroom support for IT and Audio-Visual technologies (e.g., Apple TV, Projectors, Interactive technology, and applications)

● Manage logistics for the school's IT needs (e.g., iPads, iPad charging carts, computers, copiers, printers, projectors, etc.)

● Operate mobile device management.

● Manage device operating system and plan updates.

● Liaise with vendors.

● Research and investigate new technologies to improve IT support and processes.

● Keep helpdesk processes/procedures up to date.

● Plan and develop a rollout plan for new technologies.

● Provide administrative support for the Technology department (e.g., Department Information & Activities, Assist in Budgeting, Raising of Purchase Requests).

Requirements

● Must possess strong analytical and problem-solving skills. Ability to think outside of the box and apply creative solutions.

● Demonstrate an ability to establish relationships and build rapport at all levels, uncover technical issues, and facilitate their resolution.

● Hands-on approach with the ability to learn new systems quickly and apply them in the work environment.

● Good command of English with clear, concise verbal communication skills.

● High standard of customer service skills and excellent telephone manners.

● Demonstrated ability to work successfully in a team environment, with good time management and organization skills.

● Understanding of and commitment to the principles of confidentiality.

● Experience in Windows Server 2008/2012 administration

● Experience in managing cloud services.

● Experience with managing IT Projects familiar with Windows 11, MAC OS client operating systems and associated hardware

● Familiar with basic network troubleshooting

● Active Directory account management

● Microsoft 365 account administration

● JAMF Pro for managing Apple devices

Qualifications

● At least 1-2 years of experience working in ICT Support

● Must have knowledge of the following:

o Microsoft Windows 10&11

o Apple IOS

o Apple OS X

o Active Directory

o Microsoft 365

o Networking

o ITIL

● A degree in an IT-related program

● Microsoft Certified Solutions Associate

● Able to work independently.

● Possess highly developed interpersonal and teamwork skills.

● Excellent verbal and written English skills.

● Good references on request