IT Service Desk Analyst (Technician)

Position: IT Serivce Desk Analyst (Technician) - 3 months temporary

Company: Serikandi Group of Companies

Reporting to: IT Service Delivery Excecutive

Role Summary:

Provides technical troubleshooting and resolution based on assigned tickets and supports IT asset and inventory management.

Key Responsibilities

Ticket-Based Technical Support:

Work on tickets assigned by the Executive.

Diagnose and troubleshoot hardware, software, network and system issues.

Implement solutions and provide recommendations.

Issue Resolution & Escalation:

Resolve incidents within agreed timelines.

Escalate complex issues with findings and recommendations.

Support vendor troubleshooting activities.

Documentation & Updates:

Update ticket progress and actions taken.

Document root causes and solutions.

Confirm resolution effectiveness before closure.

IT Setup & Technical Assistance:

Install and configure computers, printers and peripherals.

Support onboarding and offboarding IT setup.

Provide onsite and remote technical assistance.

IT Asset & Inventory Management:

Maintain accurate IT asset records and tracking.

Monitor stock levels and report replenishment needs.

Coordinate issuance, transfer and return of equipment.

Support periodic asset audits and verification.

ISO 27001 & Security Support:

Follow IT security procedures during troubleshooting.

Ensure secure handling of user accounts and devices.

Report suspected security incidents or vulnerabilities.

Support IT audits and asset verification.

Information Security Responsibilities:

Comply with all information security policies and training.

Protect company information and systems.