IT Support Technician

About the Role

A global retail technology leader is seeking a Desktop Support Engineer to deliver exceptional end-user and system support across its corporate offices.

This role demands a strong technical foundation, a customer-focused mindset, and the ability to work collaboratively to ensure reliable, secure, and efficient IT operations.

Key Responsibilities

• Act as the first point of contact for any desktop, access, or technology-related issues reported via the Service Desk.
• Serve as the first responder in a 24 / 7 operations centre for system alerts generated by monitoring tools (operations function).
• Accurately capture all details necessary for investigation and diagnosis of technology issues.
• Prioritize incidents based on business impact and urgency, escalating or transferring where necessary.
• Identify widespread or recurring issues and coordinate with senior analysts and relevant teams for timely resolution within SLA.
• Collaborate with colleagues, peers, and senior systems analysts to resolve or escalate incidents and problems efficiently.
• Proactively identify patterns or repetitive tickets and flag them for permanent fixes or workarounds.
• Provide effective, empathetic, and timely support , maintaining professionalism even under pressure.
• Ensure clear and concise communication with users and stakeholders throughout the resolution process.
• Stay current with emerging technologies to improve issue resolution times and enhance user experience.
• Maintain accurate ticket documentation and follow ITIL best practices.
• Demonstrate a self-motivated and adaptable approach to learning and adopting new technologies.

Required Skills

Experience