It Support Officer

Role Summary

The position involves providing support desk functions, serving as a primary point of contact for IT support. The incumbent will be responsible for managing the Support IT Helpdesk application, ensuring the logging and prioritization of calls.

Key Responsibilities

• Delivers first-line IT support for the group and Managed Clients on various software and technologies. Resolves issues at the initial stage and escalates calls to second-line support when necessary.
• Administers backup software and handles tasks such as implementing new banking systems, creating users, setting up signatories, and password resets.
• Implements new software for business processes and conducts server patching during out-of-hours work.
• Performs maintenance on printers, including part replacement and error troubleshooting, to ensure operational efficiency.
• Provides staff training and creates user-friendly documentation.
• Monitors and updates the helpdesk support system for correct utilization.
• Keeps clients informed about their support call status and communicates progress efficiently.
• Conducts regular system checks, including backups, anti-virus updates, etc.
• Manages user accounts across various applications and maintains Intranet security and groups.
• Proactively researches methods to meet demands and develops new areas as required.
• Creates and maintains system documentation as requested.
• Executes desk moves and PC builds, rolling out new equipment as needed.
• Supports IS projects and executes the assigned project portfolio.
• Sets up new starters and terminates leavers in accordance with Company policy.
• Responds to reasonable requests by management.

Key Competences / Skills / Experience / Behaviours Required

• Possesses a minimum of 2 years’ experience in computer networks and system maintenance or a similar role.
• Demonstrates self-motivation, effective time management, and the ability to work independently as well as part of a team.
• Exhibits strong verbal and written communication skills with extreme attention to detail.
• Displays excellent diagnostics and problem-solving skills.
• Shows motivation and drive, capable of working under pressure to meet tight deadlines.
• Has an in-depth understanding of diverse computer systems and networks.
• Understands IT principles and can effectively communicate technical concepts to a varied audience.