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IT Services Assistant

Reporting to the Lead Engineer- IT Service desk, the successful incumbent will provide first level support and be responsible for ensuring Fiji Airways IT assets and network operates at the optimum level. You will be required to provide expertise to resolve technical faults, take ownership for assigned service desk tickets and collaborate with cross-functional teams to meet IT service level agreements.

KEY RESPONSIBILITIES

• Ensure timely updates to end users, produce user manual/ documentation and maintain customer satisfaction.
• Troubleshoot system, network problems, and perform first level diagnosis to solve hardware or software faults.
• Educate and enforce IT policies and procedures and report non-compliant activities through IT service desk platform.
• Perform tests and evaluations on new software and hardware and recommend appropriate actions to the IT applications and infrastructure team.
• Maintains and achieves client device compliance with corporate policy.
• Be involved in IT projects with specific responsibilities.
• Prepare client devices aligned with corporate policy, procedures and standards.
• Manage service desk tickets to achieve service levels on resolution and response times and report IT performance against the SLA's.
• Conduct compliance checks on IT assets, review system configurations and create standard operating images for deployments.
• Perform duties assigned by respective line Managers.

QUALIFICATIONS & EXPERIENCE

• Diploma in Networking/Information Systems
• At least 2 years of experience in an enterprise IT environment, specifically in Level 1 IT Support operations.
• Strong knowledge of the Microsoft Office suite, Windows client operating systems, and endpoint security solutions.
• Excellent communication and problem-solving skills.
• Customer-focused with a positive, "can-do" attitude.