KEY RESPONSIBILITIES
End-User Support & Service Delivery
Deliver first- and second-level IT support, resolve and escalate user incidents, maintain end-user devices and applications, and ensure service restoration and user satisfaction. Incident & Problem Management
Log, track, resolve, and document incidents within SLAs, and support problem
management and root cause analysis.
Preventive Maintenance & Asset Support
Perform preventive maintenance, system upgrades, security updates, manage ICT assets, and enforce security compliance.
User Training & Knowledge Management
Provide user training, maintain documentation, share technical knowledge, and promote ICT best practices.
Reporting & Continuous Improvement
Prepare support reports, identify improvements, support ICT standards, and contribute to ICT projects and upgrades.
QUALIFICATION
Bachelor's degree in IT, Computer Science, or related field
Relevant ICT certifications are an added advantage
3-5+ years' experience in ICT user support or service desk roles
Strong knowledge of Windows, Linux, and macOS
Experience with Microsoft 365, endpoint, and remote support tools
Understanding of networking basics and endpoint security
Proven ability to troubleshoot hardware, software, and peripherals