IT Support Operations Officer at Liberty Life

Job Description

Job Summary

The purpose of this role is to provide technical support and ensure the effective operation of the Service Desk as a central point for delivering ongoing end-user assistance. The jobholder will serve as the first line of technical support for internal staff, addressing and resolving IT-related issues promptly to maintain smooth business operations.

Key Responsibilities

Take ownership of end user problems, follow up the status of the problems on behalf of the user and communicate progress in a timely manner
Record and tracking all incoming ICT incidents via telephone and email to IT Service desk.
Implement an effective call logging service desk process and system including mechanism to categorize and classify requests and set priorities
Perform routine systems administration tasks including end-user account provisioning, password resets and access control updates.
Install, configure and maintain desktop hardware, operating systems, applications and security updates.
Assist in the rollout of new applications, systems and updates across the organization.
Share statistics and management reports on ICT usage and service and performance in the organization
Trouble-shoot and resolve basic IT related problems from in-house software to hardware and networks
Escalate unresolved calls and complex issues to Level 2 support team (IT Specialists)
Assign tickets to subject matter experts
Maintain a high degree of customer service for all support queries
Provide statistics for the weekly service desk report on call trends
Arrange for external technical support in situations where problems cannot be solved in house
Manage IT Assets and maintain an accurate IT inventory.

Qualifications

Bachelor’s Degree in Information Technology, Computer Science and any relevant field.
Relevant ICT certification: ITIL Foundation Any Microsoft, Linux or Cloud certification would be an added advantage

Experience

At least 3 years practical experience in providing user support and implementing service desk services in a large ICT enabled environment

Competencies

Knowledge of ITIL Service Management Framework
The ability to manage, and provide expert advice on service desk analysis
Ability to examine essential systems performance monitoring
Awareness of cyber security threats and user awareness measures.
Working knowledge of common productivity tools (Microsoft Office Suite, email clients, collaboration tools).