IT Services Officer – Fiji Airways Nadi

IT Services Officer

There is an exciting opportunity for an IT Services Officer at Fiji Airways.

The successful incumbent will provide first & second level support services to Fiji Airways employees. You will be the primary contact for the IT Service Desk and support end users through remote connection and assess, prioritize & assign service tickets to respective IT teams and follow through for timely closure.

KEY RESPONSIBILITIES

• Achieve ongoing service target towards first response on IT service desk.
• Investigate and respond to logged tickets, especially critical and high priority tickets or escalate to respective teams in a timely manner.
• Educate end users through developed contents on correct usage of IT systems.
• Assess problem tickets based on repeated incident tickets as per ITIL standard.
• Document requirements after consultations with end users and propose likely solutions.
• Educate end users on credentials and password management according to Fiji Airways policy & procedures.
• Manage & maintain IT asset life cycle and address disposals in accordance to information security standards (ISO27001).
• Manage and maintain IT asset requests for leasing equipment’s to internal departments.
• First responder to cyber-security related events/ incidents and provide support to users through response measures and containment.
• Improve services based on feedback from customers and issues noted from support requests.
• Carry out any other duties assigned by the respective line Managers.

QUALIFICATIONS & EXPERIENCE

• Must have a Degree in Networking / Information System or equivalent.
• Minimum 2 years’ experience in an enterprise IT environment.
• Proven experience in IT support/ service desk is an added advantage.
• Possess sound knowledge of ITIL service principles.
• Demonstrate good written and verbal communication skills.