IT Service Desk Assistant

While we appreciate all applicants, only applications received via Sagicor's career portal https://career4.successfactors.com/career?company=sagicorfinP2 will be considered.

"Looking for a diverse and rewarding career? If you're looking to grow your career within a stable and growing financial services company, then Sagicor may be right for you!"

 Sagicor Group Jamaica Limited is seeking a suitable candidate to join our Infrastructure & Technical Services team in the capacity of:

IT Service Desk Assistant

Provide first tiered service desk support to the Sagicor Group Jamaica user base.

Act as the first point of contact for all user-related IT issues or requests.

Escalate to the supporting teams appropriately while ensuring users are provided with speedy feedback and subsequent follow-up with outstanding tickets. 

**Must be available for 24-hour support or as needed in the event of an emergency. Must be able to work on call or over time as needed.

Location: Kingston

As an IT Service Desk Assistant, you will:

• Provide first tier technical support to team members to resolve systems issues and perform daily Service Desk application support.
• Coordinate and ensure problem resolution with internal and external support resource.
• Participate in analysing reported production issues or requests to determine and prioritize areas for improvement.
• Implement solutions to solve or minimize user incidents.
• Identify, troubleshoot and resolve problems and concerns associated with office automation equipment, hardware and software.
• Manage Sagicor Group Jamaica’s IT Service Desk and extended support resources to ensure effective and efficient IT support to the Group.
• Provide application support for all business systems.
• Document IT Service Desk procedures, processes and solutions.
• Ensures efficient operation and optimal serve levels.
• Provide business systems technical support to major projects.
• Ensure effective user and training documentation for effective use of Service Desk functionality, policies and procedures; conduct end-user training as needed.
• Maintain regulatory compliance in daily activities by strictly adhering to data privacy regulations/acts and relevant cybersecurity policies, and defined standards, guidelines, and procedures to avoid non-compliance and associated risks.
• Perform other job-related duties assigned from time to time.

What do you need?

• Minimum of an Associate’s Degree in Computer Science or equivalent qualification from a recognized tertiary institution.
• Computer Technician Certification/ Diploma or equivalent technical qualification.
• Two (2) years’ working experience supporting networked workstations and Personal Computing (PC) applications.
• Working knowledge of the hardware, software, application and integration of the PC environment, applications, connectivity, and peripheral equipment.
• Sound human relations and client service skills.
• Effective oral and written communication skills.
• Working knowledge of the process for the installation, configuration, and maintenance of application software for multi-user computer systems.
• Ability to effectively prioritize and execute tasks in a high-pressure environment.
• Knowledge of Microsoft Office Suite.
• ITIL/COBIT knowledge and experience would be an asset.
• High proficiency in the use of computer software packages such as word processing, spreadsheet, presentation and Internet applications.

If this role is of interest to you, kindly submit an application via Sagicor's career portal no later than April 25, 2025.

While we appreciate all applications, only shortlisted candidates will be contacted.