We are looking for a capable resource to coordinate, ranging from simple activities to more complex plans. This role will provide on-site/ on-call assistance to end-users within the organisation’s desktop computing environment in a timely and accurate fashion to ensure optimal service delivery. Key Responsibilities: - Deliver on-site and remote support for desktops, laptops, mobile devices, printers, and other IT hardware. - Assist with system setups, hardware replacements, software installations, and routine maintenance tasks. - Perform user account support, including password resets, account unlocks, and access provisioning. - Document troubleshooting steps, resolutions, and known issues for knowledge base improvement. - Monitor and triage incoming support tickets using ITSM tools; assign tasks based on issue severity, technician availability, and location. - Serve as the central point of coordination for field and remote support engineers. - Track SLA compliance and ensure timely resolution of tickets. - Provide regular updates to stakeholders on ticket progress and issue status. - Escalate unresolved or high-impact issues to senior engineers or specialised support teams. - Prepare shift handover notes and maintain up-to-date logs of open and closed cases. Education & Experience: - Associate or Bachelor’s degree in IT, Computer Science, or related field (preferred). - 3-5 years of experience in a desktop support or End-User environment. Technical Skills: - Hands-on experience with Windows and macOS environments. - Familiarity with Active Directory, Microsoft Exchange, and Microsoft 365. - Experience using ITSM platforms (e.g., ServiceNow, Zendesk, Jira, BMC Remedy). - Basic understanding of networking concepts (TCP/IP, DNS, DHCP, VPN, Switches, Router). Preferred Certifications: - CompTIA A, Network, or Security - Microsoft 365 Certified: Endpoint Administrator Associate certification - ITIL Foundation (preferred for ITIL-aligned environments) VISA Type Preferences: - Local Citizen preferred What next?