About Company
GraceKennedy Limited is a Jamaican-based conglomerate involved in food and financial services. Established in 1922, we have grown into one of the Caribbean’s largest and most dynamic businesses, with a global presence. Our mission is to satisfy the unmet needs of our customers and to improve the quality of life for all our stakeholders. We pride ourselves on our core values of honesty, integrity, and trust, and foster a diverse and inclusive environment where innovation thrives. With a commitment to digital transformation, GraceKennedy leverages technology across all its operations, making the role of our IT Service Desk crucial to our continued success and seamless operations. Join a company that not only makes an impact on the economy but also heavily invests in its people and the communities it serves.
Job Description
Are you a proactive and customer-focused IT professional looking for an opportunity that offers flexibility and growth? GraceKennedy Limited is seeking a dedicated Service Desk Coordinator to join our dynamic IT team in Gordon Town, St. Andrew. In this pivotal role, you will be the first point of contact for our employees, ensuring their IT-related issues are resolved efficiently and effectively. We understand the importance of work-life balance, which is why this position offers flexible scheduling options to accommodate your needs while maintaining our high standards of service. You will play a crucial role in maintaining the smooth operation of our IT infrastructure, coordinating support efforts, and contributing to a positive user experience across the organization. This is an exciting opportunity to enhance your technical and leadership skills within a supportive environment, contributing directly to the operational excellence of a leading Caribbean conglomerate. We’re looking for someone who can not only troubleshoot problems but also anticipate needs, communicate clearly, and continuously look for ways to improve our service delivery.
Key Responsibilities
- Serve as the primary point of contact for all IT-related inquiries, incidents, and service requests, ensuring a timely and professional response.
- Log, prioritize, track, and manage all incoming IT support requests through our ticketing system, ensuring accurate categorization and documentation.
- Perform initial diagnosis and troubleshooting for common hardware, software, network, and system issues, resolving as many as possible at the first point of contact.
- Escalate complex or unresolved issues to the appropriate IT support teams (e.g., Network, Systems Administration, Applications Development) and follow up to ensure timely resolution.
- Coordinate with various IT teams and external vendors to facilitate problem resolution and service delivery.
- Monitor service desk queues, ensure adherence to service level agreements (SLAs), and provide regular status updates to users.
- Maintain and update the IT knowledge base, creating new articles and improving existing documentation for common issues and resolutions.
- Provide basic user training and guidance on IT systems and applications as needed.
- Generate reports on service desk performance, identifying trends and areas for improvement.
- Participate in IT projects and initiatives as required, contributing to the enhancement of IT services.
Required Skills
- Minimum of 2 years of experience in an IT Service Desk or Help Desk role.
- Proficiency in Microsoft Windows operating systems and Microsoft Office Suite (O365).
- Strong understanding of IT fundamentals, including networking concepts (TCP/IP, DNS), hardware, and software troubleshooting.
- Experience with IT Service Management (ITSM) tools and ticketing systems.
- Excellent verbal and written communication skills with the ability to explain technical concepts to non-technical users.
- Proven problem-solving abilities and analytical skills.
- Ability to work independently and as part of a team in a fast-paced environment.
- Strong organizational skills and attention to detail.
Preferred Qualifications
- Associate’s or Bachelor’s degree in Information Technology, Computer Science, or a related field.
- ITIL Foundation certification.
- Experience with remote support tools and methodologies.
- Familiarity with cloud platforms (e.g., Azure, AWS) and mobile device management (MDM).
- Experience with VoIP systems and video conferencing tools.
Perks & Benefits
- Competitive salary and performance-based incentives.
- Comprehensive health, dental, and vision insurance.
- Generous paid time off and holidays.
- Flexible work schedules to promote work-life balance.
- Opportunities for professional development and continuous learning.
- Employee assistance program.
- Access to various employee discounts and wellness programs.
- Supportive and collaborative work environment.
- Retirement savings plan with company contributions.
How to Apply
Interested candidates are invited to click on the application link below to apply directly through the GraceKennedy careers portal. Please ensure your resume and cover letter highlight your relevant experience and qualifications for this role. We thank all applicants for their interest; however, only shortlisted candidates will be contacted.