Prompt resolution of all computer hardware and software-related complaints/incidents.
Prompt fulfillment of service requests to ensure the user returns to work satisfactorily.
Follow established policies, processes, and procedures in the fulfillment of requests and resolution of incidents.
Run diagnostic programs or tools for root cause determination and problem resolution.
Ensure prompt escalation/ticket re-assignment of complex and/or unresolved incidents to the 2nd Level Support for resolution, in line with agreed OLA.
Diagnose and resolve software and hardware problems or recurring incident that is disrupting the IT systems or services.
Perform user/system administration to enable end-users access systems and execute job functions.
Assist in the installation, updates, and/or upgrades of applications required for end-users to function optimally.
Carry out maintenance to ensure stable and secure applications and ICT infrastructure.
Responsible for inventory of all IT assets and set-up of work tools required for employee onboarding.
Maintain up-to-date documentation of all IT assets/inventory.
Ensure that all hardware delivered is properly checked and in line with the purchase order requirement.
Track reliability data against relevant service level agreements.
Perform routine maintenance on systems, applications, work/productivity tools, and devices to ensure reliability and information security policy compliance.
Ensure all operational documents and vendor supporting documents are up-to-date and maintained in the approved shared library repository/location only.
Systematically analyze performance data and communicate findings to the Line Manager and/or technical specialist.
Provide recommendations and suggestions on optimizing the units operational performance to the Line Manager.
Assist in Coordinating and fulfillment of IT Projects and initiatives in the region.
IT Network Support:
Deploy LAN/WLAN and internet-related equipment for operational use in the region.
Configures, updates, and backups of all LAN/WAN/SAN and internet equipment.
Completing Service Requests and resolving Incidents received from Service Desk as per operational guidelines.
Cisco Telephone installation and support.
Implement network related project under the guidance of the IT Network Unit.
IT Network & Security Support:
Providing secure access to network services for all users.
Implementation of proper and adequate levels of IT security across the organization, as per operating guidelines from the IT Security Unit.
Ensuring adequate anti-virus software is available and installed on all IT equipment.
Escalate incident and security risks, with recommendations for mitigation to the Line Manager and/or technical specialist.
Implement security-related projects to assure a zero-security risk environment under the guidance of the IT Security U