Job Description

Qualifications:

• Minimum Diploma in Computer Sciences or IT related field.

Duties and responsibilities:

• Provide ICT technical support to both the organization and external to meet business objectives and operational goals.
• Deliver exceptional technical support and customer service across a diverse range of IT services, ensuring minimal disruptions to workflows.
• Troubleshoot and resolve IT issues efficiently, including hardware, software, and network-related problems, to maintain high operational efficiency.
• Offer expert support for a variety of end-user devices, including laptops, printers, mobile devices, and peripherals, ensuring their optimal performance.
• Deliver first-level IT support, assisting users with troubleshooting and resolving technical challenges.
• Respond promptly to technical queries and support requests through ticketing systems, email, or remote tools like Microsoft Teams.
• Conduct routine device security checks and ensure compliance with IT security protocols for all connected devices.
• Troubleshoot network issues, including data, voice, and printer ports, and take corrective action as needed.
• Provide clear, step-by-step guidance to users to resolve technical issues via phone or remote assistance tools.
• Accurately document all support interactions, resolutions, and system updates within the ticketing system.
• Manage and prioritize incidents, ensuring escalations are handled effectively and in a timely manner.
• Set up and configure workspaces, including installing hardware such as screens, docking stations, telephones, and other peripherals.
• Support meeting and boardroom setups, ensuring all required hardware and technologies are functioning properly.
• Maintain and repair faulty IT equipment, including laptops, desktops, and peripherals such as keyboards, screens, and docking stations.
• Monitor and maintain IT inventory to ensure availability of required hardware and tools for support tasks.
• Collaborate with IT team members to develop and implement process improvements that enhance the end-user experience.
• Ensure confidentiality and data security in all ICT operations, safeguarding sensitive organizational information.

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