Service Desk Technician Full-Time

Innovate IT is hiring a Service Desk Technician to Beira.

Summary

Innovate IT Africa is looking for a qualified Service desk technician to join our team.

You will be required to provide support and technical assistance to customers who are using software, hardware, or other computer systems and need help completing tasks or troubleshooting problems through diagnostic tests, remote access or on-site access to their computers and equipment.

Personal Specification

• Proven experience as a Service Desk technician or other customer support role;
• Tech savvy with working knowledge of office automation products, databases and remote control;
• Good understanding of computer systems, mobile devices and other tech products;
• Ability to diagnose and resolve basic technical issues;
• Proficiency in English and Portuguese;
• Excellent communication skills;
• Customer-oriented and cool-tempered;
• Qualifications in IT, Computer Science or relevant field.

Roles and Responsibilities

• Serve as the first point of contact for customers seeking technical assistance over the phone or email;
• Perform remote troubleshooting through diagnostic techniques and pertinent questions;
• Determine the best solution based on the issue and details provided by customers;
• Walk the customer through the problem-solving process;
• Direct unresolved issues to the next level of support personnel;
• Provide accurate information on IT products or services;
• Record events and problems and their resolution in Service Desk Software;
• Follow-up and update customer status and information;
• Pass on any feedback or suggestions by customers to the appropriate internal team;
• Identify and suggest possible improvements on procedures;
• Keep confidential all applicant, client, and company proprietary information;
• Attend on-site callouts and maintenance tasks when necessary.

To apply for this role

Please send an email to sdt@innovateit.co.mz with the subject line: Service Desk Technician – Beira

Please do not apply for this role if you do not have all of the requested qualifications and experience. Time wasters will be excluded from participating in future vacancies.