SCH ICT Admin Assistant

Job description / Role

Admin Assistant (IT Helpdesk Technician)

The Helpdesk Technician should be able to provide fast and useful guidance or assistance for all reported queries. He/She must have good technical knowledge and be able to communicate effectively to understand the problem and explain its solution or escalate it to the next level. He/She must also be customer-oriented and patient when dealing with difficult customers. Support requests can be received through telephone calls, WhatsApp, email, or in person from staff, students, and parents.

The goal is to create value for GAA Families that will help preserve the company's reputation and business.

Job Description:
- Embrace and encourage the ethos and standards of excellence as defined in the GEMS Core Values.
- Serve as the first point of contact for users seeking technical assistance over the phone, email, or in person.
- Empathize with users regarding their problems.
- Probe to understand the issue properly.
- Record events and problems and their resolution in logs.
- Walk the customer through the problem-solving process.
- Direct unresolved issues to the next level of support personnel.
- Provide accurate information on IT products or services.
- Follow up and update users on status and information.
- Pass on any feedback or suggestions by users to the appropriate internal team.
- Identify and suggest possible improvements to procedures.
- Ensure all new equipment is functional before distribution.
- Maintain a current inventory of hardware, software, and passwords.
- Communicate with users to assess their ongoing needs, recommend best practices, effective solutions, and implement them to produce desired results.
- Maintain records and manage logs of all work undertaken.
- Ensure GEMS policies, procedures, and codes of conduct are followed at all times.
- Initiate effort and energy beyond the typical workday when tasks require additional commitment.
- Attend staff meetings and serve on committees as required.
- Perform other duties as requested by direct and dotted reporting line managers/supervisors.

- Proficiency in English.
- Proven experience as a help desk technician or in another customer support role.
- Tech-savvy with working knowledge of office automation products, databases, and remote control.
- Good understanding of computer systems, mobile devices, and other tech products.
- Ability to diagnose and resolve basic technical issues.
- Excellent communication skills.
- Customer-oriented and cool-tempered.

Qualifications:
- Degree or diploma in Computer Science.
- Effective interpersonal skills to aid in daily contact with a diverse multicultural population.

Experience:
- A minimum of two (2) years' experience providing Helpdesk or Customer support and related services to a large organization.

About the Company

GEMS Education is a pioneering education company with an international network of award winning K-12 schools. Over the past 55 years GEMS has grown from one school to being a truly global company with one incredible mission – to make quality education available to every student. Over 20,000 education professionals unlock the potential of over 250,000 students across 14 countries each and every day, preparing children of all ages for real world success.