Required Qualifications and Experience

• Accurately document instances of hardware failure, repair, installation and removal and pass them to the Supervisor where necessary.
  
• Repair computers, peripherals, network equipment, software, printers and A/V systems that require specialized computer and electronic repair skills to maintain computer and network equipment safely and in a functional operating system.
  
• Perform desktop fixes, including installing, upgrading, configuring parameters, systems and application software and ensure that the anti-virus software and virus definitions are up-to-date.
  
• Work on assigned tickets already logged via the institutional helpdesk – Freshworks
  
• Log, receive and respond to incident/ request/ problem on Freshworks.
  
• Follow-up on all tickets assigned and from end-user to completion and resolutions.
  
• Ensure that all requests and enquiries on IT matters and activities are promptly attended to and closed correctly with the appropriate response to the satisfaction of the customer.
  
• Work with end-users to identify and deliver required PC service levels.
  
• Asses malfunction of computer hardware of software applications to determine appropriate action to maintain computer and network operations.
  
• Perform any other duty as may be directed by the Supervisor.