IT Service Desk (Mauritius Candidates)

Company Description
Our compaby is a Limited multinational technology company that offers business consulting, information technology, and outsourcing services.
Job Description
We are looking for a dedicated and customer-focused IT Service Desk Specialist to join our dynamic IT support team. The IT Service Desk Specialist will be the first point of contact for our clients and internal teams, providing technical support, troubleshooting, and resolution for hardware, software, and network-related issues.
The ideal candidate will have excellent communication skills (Fluent: Engish & French), based in Mauritius, a strong technical background, and the ability to manage and resolve multiple incidents efficiently. This role is crucial in ensuring the smooth operation of IT systems and providing excellent customer service to end-users.
Qualifications
Key Qualifications:
Experience and Education:

Bachelor’s degree in Information Technology, Computer Science, or related field (or equivalent experience).

1-3 years of experience in an IT service desk or similar technical support role.

Preferred Qualifications:
Certifications:

Relevant certifications such as CompTIA A+, Microsoft Certified: Modern Desktop Administrator Associate, or ITIL Foundation are preferred.

Experience with Ticketing Systems:

Previous experience using ticketing systems like ServiceNow, Zendesk, or Jira to manage and track incidents and service requests.

Knowledge of Cloud Services:

Familiarity with cloud services like AWS, Azure, or Google Cloud is a plus.

Additional Information
Key Responsibilities:
Provide Technical Support:

Act as the first point of contact for users experiencing IT issues, providing support via phone, email, and ticketing systems.

Diagnose, troubleshoot, and resolve hardware, software, and network issues, ensuring minimal downtime for end-users.

Support end-users in setting up and configuring laptops, desktops, printers, and other IT equipment.

Incident Management:

Log, track, and manage incidents and service requests through a ticketing system (such as ServiceNow, Zendesk, Jira).

Prioritize and escalate unresolved issues to the appropriate IT teams, ensuring timely resolution of problems.

Provide timely updates to users on the status of their requests and ensure issues are closed efficiently.

User Account Management:

Manage and administer user accounts in Active Directory, Office 365, and other relevant platforms, including password resets, user creation, and access control.

Assist with onboarding and offboarding processes by setting up user accounts and ensuring proper access to required systems.

Hardware and Software Installation and Maintenance:

Install and configure software, updates, and patches on desktops, laptops, and mobile devices.

Perform regular maintenance and upgrades on hardware and software to ensure optimal performance.

Assist in inventory management of IT equipment, tracking assets, and ensuring that resources are properly allocated.

Remote Support:

Provide remote technical support to users, troubleshooting issues with VPN, remote desktops, and cloud services.

Use remote support tools to guide users through problem resolution.

Documentation and Reporting:

Maintain detailed records of support requests, troubleshooting steps, and resolution outcomes for future reference and reporting purposes.

Create and maintain knowledge base articles and user guides to help users resolve common issues on their own.

Collaboration and Team Support:

Collaborate with other IT teams (such as network, infrastructure, and application support) to ensure seamless problem resolution.

Assist in developing processes and workflows to improve service desk operations and increase efficiency.

Adherence to ITIL Best Practices:

Follow ITIL (Information Technology Infrastructure Library) principles and best practices for incident, request, and change management.

Participate in root cause analysis for recurring incidents and suggest improvements to prevent future occurrences.

Technical Skills:

Solid understanding of Windows and MacOS operating systems, as well as mobile OS platforms (iOS, Android).

Experience with Microsoft Office 365, Active Directory, Exchange, and remote support tools (such as TeamViewer, AnyDesk, or Remote Desktop).

Knowledge of basic networking concepts (LAN/WAN, DNS, DHCP, VPN) and troubleshooting techniques.

Key Competencies:

Customer-Oriented Mindset:

Focus on providing outstanding support and maintaining a high level of customer satisfaction.

Time Management and Prioritization:

Ability to prioritize tasks and handle urgent issues with professionalism and calmness.

Continuous Improvement:

Willingness to stay updated with emerging technologies and provide recommendations for improving service desk operations.

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