Technician 3, Desktop Support (IT Asset Management Analyst , HAM , CMDB, ITAM, ServiceNow) 6-9 years

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