Job Summary

The purpose of this role is to provide technical support and ensure the effective operation of the Service Desk as a central point for delivering ongoing end-user assistance. The jobholder will serve as the first line of technical support for internal staff, addressing and resolving IT-related issues promptly to maintain smooth business operations.

Key Responsibilities

• Take ownership of end user problems, follow up the status of the problems on behalf of the user and communicate progress in a timely manner
• Record and tracking all incoming ICT incidents via telephone and email to IT Service desk.
• Implement an effective call logging service desk process and system including mechanism to categorize and classify requests and set priorities
• Perform routine systems administration tasks including end-user account provisioning, password resets and access control updates.
• Install, configure and maintain desktop hardware, operating systems, applications and security updates.
• Assist in the rollout of new applications, systems and updates across the organization.
• Share statistics and management reports on ICT usage and service and performance in the organization
• Trouble-shoot and resolve basic IT related problems from in-house software to hardware and networks
• Escalate unresolved calls and complex issues to Level 2 support team (IT Specialists)
• Assign tickets to subject matter experts
• Maintain a high degree of customer service for all support queries
• Provide statistics for the weekly service desk report on call trends
• Arrange for external technical support in situations where problems cannot be solved in house
• Manage IT Assets and maintain an accurate IT inventory.

Qualifications

• Bachelor’s Degree in Information Technology, Computer Science and any relevant field.
• Relevant ICT certification: ITIL Foundation Any Microsoft, Linux or Cloud certification would be an added advantage

Experience

• At least 3 years practical experience in providing user support and implementing service desk services in a large ICT enabled environment

Competencies

• Knowledge of ITIL Service Management Framework
• The ability to manage, and provide expert advice on service desk analysis
• Ability to examine essential systems performance monitoring
• Awareness of cyber security threats and user awareness measures.
• Working knowledge of common productivity tools (Microsoft Office Suite, email clients, collaboration tools).