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IT ServiceDesk Engineer

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  • Providing first – second level support through taking calls and handling the resulting incidents or Service Requests, using the incident management and request fulfillment processes, in line with Services objectives.
  • Receiving, logging and managing calls from internal staff via telephone and email
  • Oracle Account access management
  • Windows OS and AD management and support
  • Producing statistics and management reports
  • Take ownership of user problems and follow up the status of problems on behalf of the user and communicate progress in a timely manner
  • To maintain a high degree of customer service for all support queries and adhere to all service management principles
  • Ensure that Major Incident Management KPIs are reported and their targets met
  • Responsible for the complete process adherence and handling of major incidents according to SLAs.
  • Build strong linkages with all core ITIL processes as part of the end-to-end process.


Main Requirements:

  • Windows AD
  • Oracle Application account and access Management
  •  Application – Outlook email, MS Office, Microsoft SCSM Network
  • Working knowledge in Technical and application Support, Network concepts.
  • Working knowledge in performing troubleshooting, testing and configurations
  • Basic knowledge in Network concepts and Information Security
  • Intermediate knowledge on different Microsoft Applications and Tools – Excel, Powerpoint, Word
  • ITSM (Incident and Service Request Management) experience

The Position needs to possess the following skills:

  • Communication skills
  • Analytical Skills
  • Interpersonal Skills
  • Team Player

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