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.