JOB PURPOSE:
This role is responsible for provision of support for desktop ecosystem in accordance to set standards that meet the global business objectives.
Description:
REPORTS TO: IT Service Delivery Manager
DIRECTLY SUPERVISES: None
INDIRECTLY SUPERVISES: None.
BUDGET AND RESOURCE RESPONSIBILITY:
None
KEY RESPONSIBILITIES:
- Addressing user tickets regarding hardware, software and networking by attending to incidents and service requests.
- Support in installing KWTRP applications and guide users with simple, step-by-step instructions
- Conduct physical and remote troubleshooting, test alternative solutions until timely resolution of user issues
- Follow up with Staff to ensure their systems are functional, escalate unresolved issues to the next level of support and Report feedback and staff IT requests
- Support in IT service desk operations including maintaining of accurate and upto date IT inventory records.
- Configuring new desktops and laptops as well as rolling over of user device data encryption to adhere to data governance policy.
- Support in managing backup and configuration on KWTRP IT equipment and assisting vendors on site to install IT infrastructure.
- Ensure knowledge base for the enterprise system through creating different FAQs for users based on the commonly created tickets/requests by users for ease of reference and Performs R&D on different technologies and give out a detailed report;
- Participate in execution and support for all IT projects and implementation of changes to the environment in line with the change management process.
- Support in maintaining and auditing of key security facilities, i.e CCTV, Access Control, desktops, laptops and mobile devices.
QUALIFICATIONS:
- Bachelor of Science Degree in Information Technology, Computer Science or in related field.
- Minimum 3 years’ experience in IT support, preferably in a large and diverse environment.
DESIRABLE CRITERIA:
- IT certifications in ITIL Foundation and Microsoft Certified IT Professional (MCITP).
- Support experience of Windows Server and Active Directory.
- Experience in supporting Mac OS X in Windows environment.
- Experience in supporting Microsoft Office applications.
- Experience in anti-virus and anti-malware software, and of managing virus Incidents.
COMPETENCIES:
- Demonstrate high levels of integrity and confidentiality
- Excellent interpersonal, verbal and written communication skills
- Strong Organizational, planning and administrative skills
- Strong attention to detail and ability to work with minimal supervision.
- Teamwork with the ability to work diverse teams
