ICT Service Desk Assistant

Job Summary

The ICT Service Desk Assistant serves as the primary IT contact for internal staff, local ICT support teams, and external vendors. This role is responsible for delivering high-quality Level 1 Service Request fulfillment, resolving initial incidents, and providing technical audio-visual (AV) support for meetings, workshops, and conferences.

Key Responsibilities1. Service Desk & End-User Support

• Single Point of Contact (SPOC): Act as the first line of contact bridging end-users (staff), Level 2 local ICT support, and external vendors/service providers.
• Service Request Fulfillment:
• Configure, install, and deploy laptops, hardware, and certified software.
• Issue standard ICT equipment and maintain precise user assignment records.
• Process, track, and close requests efficiently in the IT service portal.
• Incident Management:
• Review, log, troubleshoot, and resolve Level 1 IT incidents.
• Escalate unresolved or complex issues to Level 2 support when necessary.
• Remote Assistance: Provide prompt remote technical support via Microsoft Teams or TeamViewer.

2. Event & Meeting Support

• Provide hands-on technical and AV assistance for meetings, workshops, and conferences held both inside and outside the office.
• Coordinate closely with meeting organizers and the ICT team to ensure smooth setup and technical execution.
• Step in to cover meeting support duties seamlessly during team absences or short-term coverage gaps.

3. Reporting & Inventory Management

• Service Desk Reporting: Generate and consolidate monthly Service Request and Incident reports using Service Gateway.
• Print Services Monitoring: Generate monthly printer utilization and status reports for HP Managed Print Services (MPS) / Multi-Function Printers (MFPs).
• Asset Tracking: Assist with ICT inventory tracking, audit logs, and periodic reconciliation in collaboration with the Administration team.

Qualifications & Requirements

• Work Experience: 1 to 2 years of proven experience in IT service desk support, end-user technical support, or a similar role.
• Work Arrangement: 100% Onsite.
• Technical Skills:
• Basic troubleshooting of Windows hardware, laptops, and peripheral devices.
• Hands-on experience with remote desktop tools (Microsoft Teams, TeamViewer).
• Familiarity with service desk reporting and inventory management practices.
• Pluses: Experience with ServiceNow or similar IT Service Management (ITSM) systems is highly preferred.
• Soft Skills: Excellent communication, customer-service mindset, and strong coordination abilities.

Work Location: In person