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Departamento: IT
Depende de: Service Desk Manager

Background of Company:

Access World es una empresa global de almacenamiento y logística de materias primas. Estamos especializados en la manipulación, el almacenamiento y el procesamiento de materias primas, incluidos metales ferrosos y no ferrosos, ferroaleaciones, cargas de proyecto, petróleo y gas, y otros productos agrícolas. Además, somos depositarios autorizados de la Bolsa de Metales de Londres (LME) y prestamos servicios de almacenamiento y servicios asociados a comerciantes, productores, financieros y consumidores de metales básicos. Además, prestamos servicios de almacenamiento físico y servicios logísticos relacionados para materias primas como cacao en grano, caucho, algodón y otros productos agrícolas. Access World también actúa como gestor colateral de ferroaleaciones, metales menores, así como petróleo y gas. Las regiones operan en oficinas semiautónomas con sus funciones corporativas, que incluyen las áreas comercial, financiera, de recursos humanos, jurídica y de operaciones.

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..
• Ideal candidates should have experience in helpdesk support within a Managed Services or internal IT environment, with strong attention to detail.

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.

Los candidatos interesados deben enviar su currículum vitae por correo electrónico a afr_recruitment@accessworld.com

Fecha límite: 27th May 2025