Responsibilities
- 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.
Qualifications
- 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
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