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TDC Ltd
 Helpdesk Administrator -Information Technology Department (St. Kitts) Date Posted: Jul-9-2024 
Company TDC Ltd
Address P. O. Box 142 Fort Street, Basseterre, St. Kitts
Deadline Jul 19th, 2024
Category IT -- All
 Job Description

    The St. Kitts Nevis Anguilla Trading and Development Company Limited (TDC) is a leading private sector company in St. Kitts and Nevis and is an equal employment opportunity employer. TDC is currently seeking applications from suitably qualified candidates to fill the position of Helpdesk Administrator in the Information Technology Department, Fort Street, Basseterre, St. Kitts.

     

    Job Summary

     

    The IT Helpdesk Administrator will be responsible for being the first point of contact for support incidents, calls, and incoming requests to the IT department, providing basic technical support to users of the organization's computer systems, applications, and networks.

     

    He/she will be responsible for troubleshooting and resolving technical issues that users encounter, as well as providing guidance and support for the use of computer systems and software. Additionally, the role involves ticket management, via the ITSM (Information Technology Service Management) tool, ensuring customer satisfaction through actively engaging end-users throughout the lifecycle of a ticket, and ensuring tickets are closed within the agreed and defined Service Level Agreements (SLAs).

     

    Duties:

     

    - Ensure all support requests are channeled through the ITSM tool

     

    - Onboard new users to software applications (Active Directory, Office365 apps, role-specific software)

     

    - Assist in improving the usability and ensuring full utilization of the various modules in the ITSM tool (incident and problem management, change management, knowledgebase, asset management etc.)

     

    - Providing technical support to users of an organization's computer systems and networks, including troubleshooting and resolving technical issues

     

    - Documenting technical issues via the ITSM platform and resolving them in a timely and efficient manner

     

    - Ensure a root-cause analysis is performed for every ticket

     

    - Ensuring recurring incidents are logged as problems, and problems are managed to completion (workaround, fix, etc.)

     

    - Guiding users on how to use computer systems and software effectively and efficiently

     

    - Installing and configuring software on users' computers

     

    - Assist in providing end-user training and support for new software or hardware

     

    - Maintaining documentation and knowledgebase of technical issues and solutions, as well as system configurations and user instructions

     

    - Collaborating with all IT sub-units such as data analytics, networking, systems, and applications to ensure that incidents are resolved in a timely and effective manner

     

    - Keeping up with industry trends: Staying up to date with the latest industry trends and best practices in IT support to ensure quick turnaround time for end-user tickets and customer service excellence

     

    Qualifications/Knowledge/Experience:

     

    - Diploma in Information Technology or related field; Bachelor’s Degree would be preferred

     

    - A combination of the following, or related certifications would be an asset: ITIL Foundation, CompTIA A+, Network+, Microsoft Certifications, Office365 Certifications

     

    - 2+ years’ experience in an entry-level IT position

     

    - A passion for customer service, efficiency, effectiveness, precision and quality

     

    - Outstanding interpersonal, verbal and written communication skills

     

    - Ability to make appropriate independent decisions, work independently, prioritize own tasks, and tasks of others

     

    -o Possess personal drive and initiative regarding career growth

     

    - Demonstrates integrity both at and outside of work

     

    - Maintain a professional manner and appearance in the workplace

     

    - Ability to manage projects and implement plans on a timely basis

     

    - Ability to handle issues involving confidentiality and discretion in a mature professional manner

     

    - Ability to assess and provide accurate, positive, and constructive feedback for the Business Intelligence team

     

    - Willingness to comply with established directives, policies, and best practices

     

    Send applications to:

     

    The Chief Human Resources Officer

    Re: Helpdesk Administrator

    TDC Human Resources Department

    P O Box 142

    Fort Street

    Basseterre

    St Kitts

     

    Tel: 869-465-2511 ext. 1178 / Fax: 869-466-8803


    Email: recruitment@tdcgroupltd.com

     

    The deadline for receipt of applications is July 19, 2024.

     

    Only suitably qualified candidates will be contacted.

 Contact Information
Company TDC Ltd
Address P. O. Box 142 Fort Street, Basseterre, St. Kitts
Phone 869-465-2511
Fax 869-466-8803
Email recruitment@tdcgroupltd.com
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