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