Internship- Junior Service Desk Technician NGO Job OAF
NGO Jobs. One Acre Fund Jobs
About the Role
The Junior Service Desk Technician will provide basic first-level remote support to users, ensuring excellent customer service, and assisting in resolving user inquiries under supervision.
Responsibilities
Service Desk Operation and Management
- Adhere to service desk policies, processes, and guidelines
- Provide first-level support for basic user inquiries under supervision.
- Escalate complex issues to higher-level technicians.
- Communicate with users to provide updates and clarify simple issues.
- Follow detailed procedures for troubleshooting hardware, software, and user errors.
- Assist in improving ticket documentation by logging essential details in the system.
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Documentation / Knowledge Management
- Follow and update basic documentation for common issues.
- Log communication and issue resolution according to ITSM procedures.
- Use existing diagnostic scripts and templates.
Resolution of Service Requests and basic incidents
- Resolve common requests/service requests, such as:
- Basic troubleshooting of hardware and software.
- User licensing and account setup.
- Assist users with training and resolving user errors.
Career Growth and Development
We have a strong culture of constant learning and we deeply invest in our people. You’ll have weekly check-ins with your manager, access to mentorship and training, and regular feedback on your performance. We’ll hold career reviews every one-three months, and set aside time to discuss your aspirations and career goals. You’ll have the opportunity to shape a growing organization and gain rewarding technical experience.
Qualifications
Across all roles, these are the general qualifications we look for. For this role specifically, you will have:
- Diploma/Bachelor’s Degree in IT with 6 months of experience.
- Foundational IT knowledge and basic troubleshooting skills.
- Familiarity with ITIL foundations and ITSM concepts.
- Understanding of organizational technology policy and service desk procedures
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