Requirements

• 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
  

• 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.