As the IT Operations Support Officer, you will be an integral member of the IT Infrastructure & Operations Team, which forms part of the IT Department. You will report directly to the Senior IT Operations Support Officer. The position requires you to learn the business applications & processes to enable you to support business users with queries, issues that arise and projects that will be assigned. Your area of focus will be Desktop Management, procurement, IT Inventory & Help Desk.

TASKS:

Service Desk & Support

• Log, prioritize, assign and follow-up of all service calls on computer hardware.
• Troubleshoot system and computer problems, diagnosing and solve issues in a timely manner.
• Assist team members and Business users with their IT needs.
• Monitor the IT ticketing system and submit progress reports to the Team leader on a weekly basis.

Hardware & Software Management

• Keep track of all computer hardware and software licenses.
• Ensure that IT Stores is always kept in order and ensure adequate level of stock.
• Procure and ensure sufficient inventory of computer-related supplies.
• Prepare and ensure that purchase orders and invoices are processed as per company procedure and in a timely fashion.

Infrastructure & Systems:

• Oversee and maintain equipment such as video conferencing equipment and PABX system to ensure all is working in optimal condition.

User Onboarding & Offboarding:

• To prepare the necessary hardware and software for new employees.
• To ensure that all hardware is collected and checked when an employee is terminated, and accounts are disabled in a timely fashion.

Documentation & Training:

• Upkeeping of technical documentation and maintain proper comprehensive emergency procedures.
• Document procedures, and technical documentation.
• To participate in induction courses and deliver the basic information of how the IT Operations function operates and how users are to report issues.

Administrative Support:

• To provide administrative support and housekeeping activities

General:

• Be knowledgeable of the company polices & procedures.
• Adhere to the IT Change Management Policy ad procedure.
• Conduct research and propose to the Group IT Manager solutions for optimisation of systems that will bring benefits to the business operations.
• Maintain confidentiality with regards to information being processed, accessed, or stored.
• Perform all duties to ensure the deliverables are achieved for the success of the department and its initiatives.

SKILLS & COMPETENCIES:

• A Diploma/Advanced Diploma in IT/Computer Studies or an equivalent.
• Good written and verbal communication skills.
• Ambitious, good attitude, willing to learn and teamwork spirit.
• Problem-solving skills and eye for detail.
• Knowledge of how to repair and configure PCs and Laptops.
• Knowledge of ITIL processes.
• Sound Experience in Microsoft platforms and products such as Microsoft Office 365 & other Microsoft Products.
• Willing to work in multi-site organisations environment.
• Must be willing to be on-call and travel to off-sites.