Job Description
Reports to: Assistant Manager, IT Operations

Accountability (Responsibility)
• Responsible for receiving and logging user requests, incidents and problems affecting all IT services in the company.
• Responsible for initial diagnosis, troubleshooting, fixing issues or escalation incidents and/or problems to 2nd and 3rd level support functions in the company.
Measure and report IT team performance providing metrics for systems availability, reliability, MTBF, SLA compliance among other IT performance measurements as agreed.
• Identification, recommending, receiving, storing and distribution of desktop equipment and software required by staff to effectively function in an officer environment.
• Maintain, patch, and optimize desktop equipment, office applications and tools.
• Maintain inventory of office equipment (PCs, Printers, laptops, Mobile phones, Telephone extensions, radios, modems) and all other IT devices required for efficient business operations.
Work with procurement to ensure there is efficient entry and exit (disposal) of IT equipment and peripheral equipment.
• Work with Systems Administrators, Network Administrators, and IT Security staff in patching end-user devices so as to maintain the security and accessibility of end-user solutions.
• Monitor and maintain end-point security in accordance with Security standards set.
• Support end-users in the automation of routine and repetitive tasks automation

Knowledge and Experience
• Bachelor’s degree in Computer Science, Information Technology, Computer Engineering or related degree
• Certified Microsoft professional certification
• Training and certification in hardware and network support
• A minimum of 2 years experience in supporting office automation tools.
• Experience in networking and hardware equipment support & maintenance
• A pleasant personality who is willing and able to listen to and understand user challenges and problems.
• Team player who can work with others in problem-solving.
• Interests in Research and root-cause analysis
• Organization and record-keeping skills
• Reports and performance analysis skills

Key Performance Indicators
• Maintain an up-to-date IT inventory catalog of all hardware and software systems
• Timely closure of incidents and problems reported to IT
• Adherence to SLA and OLA standards
• IT Performance reports generation and circulation within agreed timelines
• Incidents and problems escalated and tracked to satisfactory closure by 2nd and 3rd Level support
• Internal IT Customer satisfaction rating
• Routine and repetitive problem resolution
• Irate customer handling.
• Conflicts resolutions
• Training and knowledge transfer to end users