Technician 3, Desktop Support (IT Asset Management Analyst , HAM , CMDB, ITAM, ServiceNow) 6-9 years
Technician 3, Desktop Support (IT Asset Management Analyst , HAM , CMDB, ITAM, ServiceNow) 6-9 years
Posted on :
26-08-2025
Employer Active
1 Vacancy
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Job Description
1. Asset Management (Primary Focus):
- Maintain accurate and up-to-date records of all IT assets (hardware software peripherals licenses).
- Track the full asset lifecycle from procurement to deployment maintenance and disposal.
- Conduct regular physical and digital asset audits and reconciliations.
- Ensure all assets are properly tagged labeled and inventoried.
- Collaborate with Finance Procurement and IT teams for budgeting compliance and purchasing.
- Update and manage records in the asset management tool (e.g. ServiceNow).
- Ensure Just-In-Time inventory support for the region.
2. Desktop Support:
- Provide Level 1 and Level 2 IT support for internal users (hardware software peripherals and connectivity issues).
- Support via walk-in remote tools email chat or ticketing system (ServiceNow).
- Install and configure desktops laptops printers scanners mobile devices and related peripherals.
- Troubleshoot and resolve common issues: internet access password resets email access and printer malfunctions.
- Escalate complex or unresolved issues to higher-tier support or specialised teams.
- Perform system diagnostics log analysis and root cause identification.
- Document all support incidents in the ticketing system and maintain resolution records.
3. Technical Onboarding & Training:
- Assist with new user setups and onboarding including system configuration and orientation.
- Provide user training on system usage best practices and tools.
- Create and update training documentation quick-start guides and support FAQs.
4. Inventory & Procurement Support:
- Track and manage inventory of computers accessories peripherals licenses and more.
- Coordinate with vendors and internal stakeholders for procurement and refresh cycles.
- Assist in the installation and retirement of systems according to IT lifecycle policies.
5. Reporting & Compliance:
- Generate and analyse monthly reports on ticket metrics and asset audit results.
- Support audits and compliance activities with accurate asset documentation.
- Present insights and trends based on ServiceNow data and Excel reports.
Qualifications :
- Bachelors degree in Information Technology or related field (or equivalent experience).
- 58 years of hands-on experience in desktop support and asset management.
- ITIL Foundation certification (preferred).
- Experience working with ServiceNow or similar ticketing/asset systems.
Technical:
- Asset Management Systems (ServiceNow preferred)
- Microsoft Excel (Advanced Level)
- Windows OS macOS MDM (SCCM JAMF Intune)
- Basic scripting (PowerShell preferred)
- Knowledge of LAN WAN VPN and network troubleshooting
Interpersonal:
- Strong communication skills both verbal and written.
- Ability to support VIPs and non-technical users patiently and clearly.
- Documentation collaboration and follow-up skills.
- Proactive and customer-focused mindset.
Remote Work :
No
Employment Type :
Full-time
Employment Type
Full-time
Key Skills
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