Service Desk Level 1

**Department**: IT
**Reports to**: Service Desk Manager

**Background of Company**:
Access World is a global commodity warehousing and logistics business. We specialize in handling, storage, and processing of commodities including non-ferrous and ferrous metals, ferroalloys, project cargo, oil & gas, and other agricultural products. In addition, we are an approved warehouse keeper of the London Metal Exchange, and we provide LME warehousing and associated services to traders, producers, financiers, and consumers of base metals. In addition, we provide physical warehouse and related logistics services for commodities such as cocoa beans, rubber, cotton, and other agricultural products. Access World also acts as collateral manager of ferroalloys, minor metals as well as oil and gas. Regions operate in semi-autonomous offices with their corporate functions including commercial, finance HR, legal, and operations.

**Scope of the Position**:
An exciting opportunity is available at Access World for a motivated Service Desk Level 1 professional. You will join a dynamic, technically skilled team operating out of Malaysia and South Africa offices.

In this role, you will be responsible for providing first-line IT support across our global organization. This includes managing the full ticket lifecycle, from initial contact to resolution, ensuring all issues are addressed promptly and efficiently. You will provide both proactive and reactive desktop support services, resolving hardware, software, and network-related issues while ensuring seamless communication with users.

Your contributions will play a key role in maintaining system uptime and supporting smooth IT operations within the organization.

**Job Outputs & Requirements**:

- Act as the first point of contact for all internal employees of Access World, providing professional and personal support through First Call Resolution (FCR)..
- Manage incoming tickets, including initial analysis, assessment, and distribution to the relevant support team - ensuring prompt resolution within Service Level Agreements (SLAs)..
- Take ownership of assigned cases throughout incident/request ticket lifecycle, ensuring effective handling with regular user communication..
- Collaborate with 2nd level support to prevent system downtime and resolve basic software, hardware or network issues..
- Perform desktop analysis, diagnosis and resolution for end-user problems, ensuring quality work within agreed SLAs..
- Configure and set up employee endpoint devices while enforcing best practices for software, hardware, and peripheral device usage..
- Provide global support while adhering regional differences in SOPs and IT protocols..

**Soft Skills**:

- Ability to work independently and collaboratively in a fast-paced environment.
- Excellent analytical and problem-solving abilities.
- Detail-oriented with a proactive approach to network and security management.
- Strong communication skills, with the ability to explain technical concepts to non-technical stakeholders.
- Proven leadership and project management experience.

**Minimum Qualifications and Experience**:

- Diploma or Bachelor’s degree in Computer Science, Information Technology or related field.
- Proven ability in troubleshooting Windows operating system errors, connectivity issues and configuration of employee endpoint devices.
- Experienced in remote troubleshooting and issue resolution using remote support tools.
- Strong customer service and communication skills (verbal and written).
- Ability to prioritize tasks and manage time effectively.
- Adaptability and a commitment to continuously learning SOPs and IT protocols.

**Preferred Qualifications and Experience**:

- 1+ years of experience in an IT support environment.
- ITIL V4 Foundation.
- CompTia A+.
- Skilled in diagnosing and resolving issues related to Microsoft 365 services, including the Office Suite, Azure Active Directory (Azure AD), Azure Virtual Desktop (AVD), and Microsoft Intune.
- Familiarity with IT service management (ITSM) tools such as ServiceNow, including ticket logging, categorization, and escalation procedures.

**Closing date**: 27th May 2025

**Job Features**:
**Job Category**:
Information Technology

**Experience**:
1+ Years

**Closing Date**:
23/05/2025