IT Support Representative (Internal Vacancy Only)

Job description

ICBL is Barbados’ largest general insurance provider, writing business in all areas of general insurance including, Property, Liability, Accident, Motor, Marine, Aviation and Transit Insurance. ICBL also offers insurance coverage for Group Life, Group Health, Annuities and Individual and Group Pensions. Applications are invited from suitably qualified persons to fill the permanent position of IT Support Representative in the Technology & Business Solutions Business Unit. This position is at the level of Grade 6 in the Company’s compensation structure and will report to the Manager - Technology & Business Solutions. Major Areas of Responsibility: Equipment Maintenance: Assists with installation, configuration and maintenance of computers, workstations and/or other related equipment and devices. Incident and Request Resolution: Diagnoses and resolve incidents according to established procedures. Escalates complex issues to higher-level support or specialized teams as needed. Request Fulfillment: Processes service requests for new hardware, software installations, account setups, and other IT-related needs. Knowledge Base Maintenance: Contributes to the creation and maintenance of a knowledge base of solutions and troubleshooting guides for common technical issues. Helpdesk Support: Utilizes the helpdesk system to accurately record and document incidents, requests and their resolutions. Management of tickets, progress tracking and communication with end-users. User Training: Provides basic training and guidance to users on IT systems, applications, and best practices. Asset Management: Assists with inventory tracking and management of IT hardware and software assets. Preparation of old inventory for disposal and physical movement of inventory as required. Collaboration: Works collaboratively with other IT teams to ensure seamless delivery of IT services. Continuous Improvement: Stays up-to-date with emerging technologies and industry best practices. Contributes to the continuous improvement of IT support processes and procedures. Performance of any other related duties as assigned to support the goals of the Insurance Corporation of Barbados Limited. Qualifications, Experience and Skills: Associate Degree in Information Technology or a related field. 2+ years of experience in IT support or a customer service role. Proficiency with Microsoft 365 applications. Certifications: Industry certifications (e.g., CompTIA A+, Network+, Security+) are a plus. Previous experience in an insurance environment would be an asset. Technical Support & Problem-Solving: Demonstrates strong analytical skills to quickly assess and troubleshoot technical issues experienced by end-users. Effectively applies problem-solving strategies to provide timely first-line support. Customer Service Excellence: Interacts with customers in a professional, empathetic, and solution-oriented manner. Builds rapport and trust while delivering clear and concise technical explanations. Communication & Interpersonal Skills: Possesses exceptional verbal and written communication skills, effectively translating complex technical concepts for diverse audiences. Builds positive relationships with colleagues and stakeholders through active listening and collaboration. Organization & Time Management: Exhibits strong organizational skills and the ability to work independently while effectively managing multiple tasks and deadlines. Proactively anticipates and addresses potential issues to ensure timely resolution. Troubleshooting & Critical Thinking: Employs a methodical approach to troubleshooting, utilizing sound reasoning and reliable data. Identifies root causes and implements effective solutions. Goal-Oriented & Results-Driven: Sets ambitious yet achievable goals, demonstrates initiative, and consistently delivers results. Adapts to changing priorities and maintains a focus on continuous improvement. Integrity & Confidentiality: Maintains the highest level of integrity, acting as a role model for others. Safeguards sensitive company information and respects confidentiality. Strong ability to use judgment and discretion. High level of professionalism and confidentiality. Additional Information: This position may require occasional after-hours or on-call support. Compensation A competitive remuneration package will be offered in accordance with qualifications and experience. Deadline Date for Applications Wednesday, September 09, 2026