Senior Service Desk Officer

About the role

The Senior Service Desk Officer is the primary point of contact for technical issues across the organisation. The role focuses on maintaining employee productivity by diagnosing and resolving hardware, software, networking and security incidents promptly.

Key responsibilities

• Provide day‑to‑day technical support for PCs, laptops, printers, scanners and related peripherals.
• Install, configure and update operating systems, Microsoft Office, Outlook, antivirus and other approved applications.
• Perform hardware setup, driver installation, printer ink replacement and scanner maintenance.
• Troubleshoot operating system errors, Office issues, disk recovery, login problems and virus infections.
• Diagnose basic networking problems, including TCP/IP, DNS, DHCP, VPN, Wi‑Fi performance and cabling faults.
• Monitor security tools, ensure antivirus is active and educate users on phishing risks.
• Document all interactions in the ticketing system and create “How‑To” guides for common issues.
• Follow IT policies, standard operating procedures and contribute to continuous improvement initiatives.

Required profile

• Proven experience in an IT support or service desk environment, preferably at a senior level.
• Strong understanding of hardware and software troubleshooting methodologies.
• Ability to work independently while adhering to documented processes and policies.
• Good communication skills to interact with non‑technical users and convey technical information clearly.

Required skills

• Operating Systems (Windows, macOS)
• Microsoft Office suite and Outlook
• Antivirus software
• PC, printer and scanner hardware
• Driver installation
• Disk recovery techniques
• TCP/IP, DNS, DHCP, VPN configuration
• Wi‑Fi troubleshooting and cabling
• Security monitoring tools
• Ticketing system usage