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Liberty & Heritage Insurance
Banking + 2 more
IT Support Operations Officer
Closed for applications
Description
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
- At least 3 years practical experience in providing user support and implementing service desk services in a large ICT enabled environment
- 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.
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