Job Purpose:

Facilitate and coordinate technical assistance and support related to computer systems, hardware, or software. Respond to queries, runs diagnostic programs, isolates problem, and determine and implement solution.

Job Responsibilities:

▪       Maintain helpdesk support and resolve problems to the end user’s satisfaction.

▪       Check and respond quickly and effectively to requests received through the IT helpdesk.

▪       Check service desk for tickets assigned to the queue and process first-in first-out based on priority.

▪       Check configurations, utilities, software default settings, etc. for the local workstation.

▪       Ensure each workstation has a computer, monitor, keyboard, mouse, hard drive, and any additional specialized equipment.

▪       Install, test and configure new workstations, peripheral equipment and software.

▪       Review inventory of all equipment, software and software licenses.

▪       Follow up issues for escalation and check as appropriate.

▪       Coordinate PC setup and deployment for new employees using standard hardware, images and software.

▪       Assign users and computers to proper groups in active directory.

▪       Carry out timely workstation hardware and software upgrades as required.

▪       Perform other job-related duties as assigned.

Main KPI Key Performance indicators:

• Core Competencies
  • Financial Management
  • Customer Excellence
  • Process Management
  • Growth & Development
• Functional Competencies
  • Job Knowledge
  • Monitoring, Reporting and Trend Thinking
  • Technology and Cyber Security
• Leadership Competencies
  • Accountability & Focusing on Business Results
  • Emotional Intelligence
  • Integrity & Professional Behavior