Wednesday 31. December 1969 Posted by: oshane-bailey


This position will bear the responsibility of coordinating and orchestrating IT Support Services for over 2000 end users across various business units.


This position will bear the responsibility of coordinating and orchestrating IT  Support  Services  for  over 2000 end users across various business units.

Main responsibilities:

  • Support all business units through the provision of requisite IT services.
  • Daily supervision of IT Support team and IT Service desk activities, inclusive of performance reporting.
  • Lead planning and execution of moves, adds and change requests for desk-side support in a constantly expanding IT environment.
  • Manage the processing of Service desk tickets to ensure courteous, timely, and effective resolution
  • Lead IT initiatives and provide guidance to junior members of the IT team.
  • Analyse performance of support activities, identify problems and devise solutions.
  • Collaborate with clients, vendors, local and overseas teams to facilitate the provisioning of IT Services.
  • Learn and develop expert knowledge and skills in usage of various IT software in a "tool-rich" environment

Required Technical Skills & Qualifications

  • BSc in Information Technology, Computer Science or related discipline.
  • Minimum of 3 years corporate IT experience is mandatory.
  • CompTIA Professional IT certification  will serve as an asset.
  • General understanding of voice and data networking infrastructure.
  • Basic understanding of information technology process management frameworks such as SDLC and  ITIL.
  • Good understanding of network operating systems in a client-server networking environment
  • Strong working knowledge of Microsoft office products.
  • Experience in technical reporting and documentation.
  • Experience in monitoring server and networking devices.
  • Experience in IT asset management.
  • Good troubleshooting skills for end user accounts and assets of  issues related to services such as Active Directory, DNS, DHCP, Call Recording and other data and voice related services.
  • Working knowledge of remote access protocols and technologies such as Citrix, RDS and RDP
  • Hands-on experience in data center maintenance activities such as MACs and environment monitoring.

Soft Skills Attributes

  • Possesses excellent professional communication skills (both oral and written) and the ability to speak in a public forum with an international audience.
  • Possess a growth oriented mindset that is driven by determination, insight,  curiosity and engagement.
  • Possess an avid desire to learn  and  develop one’s own professional expertise for growth.
  • Posses the initiative to recognise areas of opportunities to support continuos service improvemet.
  • Ability to work independently while adhering to IT best practices and organizational governance.
  • Have a sense of urgency to execute tasks, duties and projects in a timely manner.
  • Ability to execute all functions with attention to details to service delivery quality metricsand SLAa.

Special Conditions:

  • Must be flexible and willing to work irregular hours including evenings, weekends and any work schedule            required to satisfy client and customer needs in a 24/7 work environment .

If you meet these requirements please send resumes to: TeamHGS Jamaica