Manages Incidents, Services Requests through various communication channels providing support to meet the needs of the business.
Captures and maintains accurate case details for each process to enable greater shared knowledge and reporting.
Develops solutions and or workarounds using problem solving techniques in order to restore service as quickly as possible.
Understand user requirements and develop solutions.
Identifies and promptly allocates unresolvelscases as appropriate to ensure progression, advises users of actions taken.
Deploy PC's and Laptop's Network, proactively resolves any faults that may be observed during this process.
User management (creation, reset passwords) for all business applications following pre-defined.
Manage Software deployments.
Install and connect equipment and any program which requested.
Exercise control over firewalls and data safety, maintenance, back-up and cleaning.
Ensure on down time of system due to IT system issues.
Prepare training guides and step by step documentation on various knowledge base articles and deployment procedures
Delivers reports on case information to management.
Maintain accurate records of IT Fulfillment requests are kept.
IT system purchase and set-up.
IT Store Control
IT equipment issuance.
Provides the business out of hour's emergency technical support.
Any other duties as may reasonably be requested by the supervisor.
Bachelor's Degree in Computer Science, Information Technology or related field.
8 - 10 years experience in IT support and systems administration.
Good interpersonal, communication, problem-solving skills, punctuality, team player, flexibilit self-learning.
Ability to maintain and support computer hardware, and software including Microsoft Windows Operating System, Microsoft Office, Business Applications and Network Infrastructure.
Good command of English, spoken and written.
Ability to learn new IT technology