Are you passionate about technology and driven by a commitment to excellence? Do you thrive in a fast-paced environment where innovation meets purpose? If so, we invite you to explore multiple exciting opportunities in our growing Information Technology department. As we expand and enhance our IT services, we’re looking for skilled professionals to help us deliver operational excellence, ensure service reliability, and support critical infrastructure that powers the entire organization.
We are hiring for a range of positions, from analyst to senior manager level, within our Service Desk and Network Operations Centre (NOC) functions. Whether you’re an experienced leader or a dedicated professional looking to grow your career, there’s a place for you in our team.
Open Positions
We are currently recruiting for the following roles:
- Network Operations Centre Analyst
- Network Operations Centre Manager
- Service Desk Analyst
- IT Service Desk Senior Manager
Each role plays a crucial part in ensuring that our systems remain operational, efficient, and user-focused. Below are the detailed job descriptions for each position.
Network Operations Centre (NOC) Analyst
Department: Information Technology
Type: Full-time
Job Description
As a Network Operations Centre Analyst, you will be responsible for monitoring, troubleshooting, and supporting our critical IT infrastructure and network systems. Working in a 24/7 operational environment, you’ll be on the frontline, ensuring high availability, performance, and reliability across all systems.
Responsibilities
- Monitor network performance, server status, and system alerts to ensure optimal uptime
- Respond promptly to system faults and incidents, providing first-line troubleshooting
- Escalate unresolved issues to appropriate technical teams while maintaining ownership until resolution
- Maintain documentation of incidents, issues, and resolutions in a clear and timely manner
- Assist in the coordination of system maintenance, upgrades, and deployments
- Collaborate with internal and external teams to resolve network outages or performance issues
- Participate in shift rotations to provide round-the-clock system surveillance
Ideal Candidate
- Strong understanding of network protocols and IT infrastructure monitoring
- Ability to analyze logs and identify root causes of issues
- Excellent communication and documentation skills
- Comfortable working under pressure and in shifts
Network Operations Centre (NOC) Manager
Department: Information Technology
Type: Full-time
Job Description
The Network Operations Centre Manager is responsible for overseeing the daily operations of the NOC team, ensuring seamless network operations, and maintaining service availability. This leadership role requires a proactive professional who can drive process improvements, lead a team, and coordinate across departments.
Responsibilities
- Lead, mentor, and manage the NOC team to meet service delivery targets
- Develop and enforce operational policies, standards, and best practices
- Monitor the performance of systems, networks, and services to ensure continuous uptime
- Coordinate response efforts for major incidents, outages, and escalations
- Review incident reports and implement corrective actions to prevent future occurrences
- Ensure effective use of monitoring tools and analytics to support performance management
- Collaborate with infrastructure, security, and support teams to maintain system integrity
- Report on KPIs, SLAs, and operational performance metrics
Ideal Candidate
- Proven experience managing a NOC or technical operations team
- Deep knowledge of network infrastructure, ITIL processes, and incident management
- Strong leadership and interpersonal skills
- Ability to manage multiple priorities and communicate effectively with stakeholders
Service Desk Analyst
Department: Information Technology
Type: Full-time
Job Description
As a Service Desk Analyst, you will be the first point of contact for end users requiring technical assistance. Your role will involve diagnosing and resolving IT issues, providing excellent customer service, and contributing to continuous improvement of support processes.
Responsibilities
- Respond to incoming service requests, incidents, and queries via phone, email, and ticketing systems
- Log, track, and resolve support tickets within defined SLAs
- Provide technical assistance for desktops, laptops, mobile devices, and various software applications
- Guide users through troubleshooting steps and escalate complex issues when necessary
- Maintain accurate records of issues and user communications
- Support account management activities such as password resets and access control
- Contribute to the development of knowledge base articles and support documentation
- Collaborate with other IT teams for issue resolution and improvement initiatives
Ideal Candidate
- Strong problem-solving abilities with a customer-first approach
- Experience in a helpdesk or technical support environment
- Familiarity with service management tools and ticketing systems
- Excellent verbal and written communication skills
IT Service Desk Senior Manager
Department: Information Technology
Type: Full-time
Job Description
The IT Service Desk Senior Manager will oversee the operations, performance, and strategic direction of the IT Service Desk function. This role involves managing a team of analysts, enhancing support processes, and ensuring consistent delivery of high-quality service to internal users.
Responsibilities
- Lead and manage the IT Service Desk team, including staffing, coaching, and performance evaluations
- Establish and maintain SLAs, OLAs, and performance KPIs for service desk operations
- Drive process improvements to enhance customer satisfaction and reduce incident resolution time
- Ensure the effective use of ITSM tools for ticketing, reporting, and workflow automation
- Oversee incident management, request fulfillment, and escalation procedures
- Collaborate with senior IT leaders to align support services with broader business goals
- Monitor and analyze service desk trends, reporting findings and recommendations
- Champion a user-centric support model that encourages continuous improvement
Ideal Candidate
- Experience in managing enterprise-level service desk operations
- Strong knowledge of ITIL or other service management frameworks
- Demonstrated leadership and strategic thinking abilities
- Track record of delivering measurable service improvements
Why Join Us?
We offer a professional and inclusive work environment where your contributions are valued and your career can thrive. Our team is committed to continuous improvement, innovation, and excellence in IT service delivery. When you join us, you’ll benefit from:
- A supportive team culture with opportunities for growth
- Exposure to diverse technologies and business-critical systems
- Competitive compensation and benefits package
- Access to ongoing learning and development programs
How to Apply
To apply for any of the above positions, please visit our application portal and submit your updated resume along with a brief cover letter outlining your interest in the role.
