Job Purpose
- To provide maintenance of the computer desktop environment by analyzing requirements, resolving problems, installing hardware and software solutions, and supporting the internal IT Helpdesk within the set IT department's policies and procedures and professional standards.
Daily Operations
- Follow the day-to-day operations related to own job to ensure continuity of work.
- Solve day-to-day issues with operations to ensure systems meet user, and business requirements.
- Deal with incoming calls to Help Desk contract center in order to ensure requests are interpreted correctly and recorded accurately.
- Handle level 1 Help Desk issues & inquires through tickets and phone or email and ensure that calls logged and escalated issues are addressed and responded to within set SLAs.
- Monitor and update all incidents and requests, including calls in order to keep track of all the inquiries for records.
- Review incidents and requests with users and work together in order to continuously improve service delivery provision.
- Create accounts and configure hardware to all new employees as part of the on-boarding process.
- Document, track, monitor and troubleshoot system & network problems in a timely manner ensuring continuous optimum performance.
- Monitor open issues and coordinate the required follow-up activities in order to ensure issues are closed within the required SLA timeframes.
- Provide first line support through the tickets system software and on-site, as appropriate for all Incidents and requests.
- Ensure Incidents and requests are resolved and implemented to agreed standards and timescales by working remotely through the Tickets system.
- Manage & Monitor IT assets information in order to ensure accurate inventory records.
- Assists in IT projects and initiatives, leading to the continuous improvement of the IT provisions for the office such as recommendation of software acquisitions, application upgrades/rollout and network upgrades.
- Follow all relevant departmental policies, processes, standard operating procedures and instructions so that work is carried out in a controlled and consistent manner
- Comply with all relevant safety, quality and environmental management policies, procedures and controls to ensure a healthy and safe work environment
Necessary Knowledge and Experience
- 1-3 years relevant experience.
Education and Certification Requirements
- Bachelor's degree or Diploma in IT.
