IT Service Desk Officer

About the role

The IT Service Desk Officer ensures that IT systems meet the needs of the user community and that end users are proficient in using these systems to support business operations, particularly within a healthcare environment.

Key responsibilities

• Provide day‑to‑day support for the department, deputizing for the manager when required.
• Implement and improve departmental policies, standards and procedures.
• Suggest operational and capital expenditures and manage supply ordering, invoices and purchase orders.
• Resolve end‑user problems received by the IT Service Desk, logging each incident in the ticketing system.
• Escalate tickets according to the established escalation plan and monitor them until closure.
• Communicate ticket status updates promptly to users and support teams.
• Generate daily IT Service Desk reports for performance monitoring and improvement.
• Liaise regularly with managers, users and IT staff to ensure smooth desk operations.
• Participate in facility committees to assess user community needs.
• Assist users in investigating, evaluating and selecting appropriate IT solutions.

Required profile

• Diploma in Computer Information Systems or equivalent.
• ITIL certification preferred.
• Minimum 3 years progressive experience in IT support and service desk roles.
• Experience in the healthcare sector with knowledge of clinical information systems, ERP and application development methodologies.
• Strong understanding of end‑user peripherals.
• Proficiency in English.

Required skills

• ITIL