Service Desk Technician

[protected info] on the lookout for a Service Desk Technician superstar to join our savvy IT team!

About the Opportunity

As Service Desk Technician, you are critical in ensuring proper computer operations in Discova so that end users can accomplish business tasks consistently. The role includes receiving, prioritising, documenting, and actively resolving end-user help requests and escalating incidents when considered appropriate and necessary to maintain SLA expectations. There is opportunity to be involved in a variety of infrastructure and network hardware, software, IT services and IT project work.

Your main responsibilities are:

Provide first contact support of incoming requests to the service desk via telephone, web portal, email, and chat to ensure courteous, timely, and effective resolution of end-user issues.

Build rapport and elicit problem details from service desk customer.

Perform hands-on fixes at the desktop level when remote tools are not appropriate, including hardware repairs, delivery of peripherals, or other fixes as determined.

Research solutions through internal and external knowledgebase as needed.

Identify and learn appropriate software and hardware used and supported by the Discova.

About you

The Essentials:

University degree in the field of computer science or related field or;

3+ years related work experience.

Certifications are an advantage, but not mandatory (Microsoft, Cisco, ITIL, etc.).

Proven experience with desktop and server operating systems and administration, including Windows and Linux based distributions.

Proven experience with application support, including application troubleshooting, connectivity troubleshooting, etc.

Proven knowledge of a range of diagnostic utilities, for example ManageEngine OpUtils, PowerShell, Microsoft Debug Diag Tool, Command Line Interface, etc.

The Attributes:

Excellent organisational skills with the ability to be flexible and implement change when needed.

Excellent communicator to a diverse range of people (customers, suppliers, team members, leaders).

Able to work under pressure and juggle multiple tasks and able to work outside office hours when required.

Solution focused and great at problem solving.

Able to work independently and within a team, assisting team members to help everyone achieve results.

Personally aligned with Discova's company purpose and values.

Knowledge of basic computer hardware, including disk management and replacements.

Familiarity with the fundamental principles of ITIL and service desk environments.

Knowledge in LAN/WAN technologies such as TCP/IP networking.

About Us

Formed as a result of the merging of two leading DMCs - Buffalo Tours and Olympus Tours - Discova is a global destination management specialist. They take care of tailor-made touring, leisure groups and transfers throughout Asia and the Americas (including Mexico, the Dominican Republic and Costa Rica).

Discova holds responsible travel at its core, working responsibly with customers, host communities and local business partners to offer the best value, highly rated tours with customer satisfaction as a hallmark of their service.

Discova's people are homegrown - 95% are locals, blending localised know-how with an understanding of what makes a Discova trip to their home country special. To be part of the Discova family is to be in your element, and being in your element means:

being the best you can be in any situation

doing what you love whatever your role is

being valued for who you are and what you do

continuing to grow as the world changes

joining a family that creates a world of possibilities

To learn more about Discova click [protected info]

Work Perks! - What's in it for you: We are renowned internationally for having amazing perks and an even better culture. We understand that our people are our most valuable asset. It is the passion and dedication of our teams that keep the company on top of the industry ladder. It's also why we offer some great employee benefits and perks outside of the norm.

Enjoy the freedom and flexibility of a hybrid work structure that combines both remote and in-person work.

Have fun: At the heart of everything we do at Discova is a desire to have fun.

Reward & Recognition: Celebrate the success of yourself and others at our regular Buzz Nights and at the annual Global Gathering - You'll have to experience it to believe it!

Use your smarts: Our people use their quick thinking, expertise, and tenacity to always figure things out.

Love for travel: We were founded by people who wanted to travel and want others to do the same. That passion is something you can't miss in our people or service.

Personal connections: We are a big business founded on personal relationships

A career, not a job: We offer genuine opportunities for people to grow and evolve

We back our people all the way: We are strongly committed to supporting every single employee in their professional and personal development.

Giving Back: Proud Corporate Social Responsibility program supporting nominated charities through Workplace Giving, volunteering and fundraising

Employee giving program

Office Environmental Program

1 Volunteer Day per Calendar Year

We thank all candidates for their interest; however, only those selected to continue in the process will be contacted.

What you can expect If you are successful, you will find that working with Discova is more than just a job. To be part of Discova is to be in your element. We offer an exciting career progression globally and a fantastic and supportive team culture, unique leave benefits and social events that are the envy of the industry.

Apply via: [protected info]