Purpose:
To ensure provision of desk-side computer hardware, software, and peripherals support to users and corporate customers in line with the Service Level Agreements and company policies.
Job Responsibilities/Accountabilities:
- Provide initial technical support to users, addressing common issues with hardware, software, and basic network connectivity under the supervision of senior staff.
- Assist in setting up new user accounts, configuring desktops/laptops and support Microsoft 365 configuration.
- Troubleshoot and resolve simple hardware and software problems, escalating more complex issues to senior engineers when necessary.
- Assist with the installation and configuration of computer systems, peripherals, and applications, ensuring they function properly.
- User Onboarding: Support new employees by setting up workstations, installing required software, and providing initial IT guidance.
- Hardware and Software Maintenance: Perform routine checks and maintenance on office equipment such as printers, scanners, and other peripherals.
- Security and Updates: Assist with antivirus installations, software updates, and patch management to ensure systems are secure and up to date.
Key Performance Indicator
- Minimize Cybersecurity threats by periodic Security patch updates and compliance.
- Ensure effective IT support is provided to users and meet SLA on 95% of Incidents and Service Requests
- IT Support User Satisfaction survey to be greater than 95% satisfied.
Skills
- At least 4 years’ experience as a support personnel
- Diploma or Degree qualified
- Certified in professional courses –MCSA, ITIL, and Windows10
- Windows 10, ITIL, MCSE, Office365