Technician – IT Help Desk

IT Support

• Provide first level support for all kinds of IT and information security incidents

  • Manage all support requests from all channels by logging and routing of all incident and service tickets to appropriate teams within IT.
    • Manage the process of effective troubleshooting and provide timely technical assistance to users on resolution of technical Issues and faults.
    • Provide on-going support for IP telephony video conference and other converged media systems.
    • Operate monitor and prioritise security systems including CCTV cameras and biometric system within the IT Data Centre.
    • Assist guests and visitors visiting GCAA premises with technical support.
    • Provide configuration installation and troubleshooting on all Microsoft products 3rd party software account software HR ID software Licensing software e-Archiving software desktop laptop printers scanners Cisco IP telephones and other IT peripherals /devices.
    • Operate and monitor IT Helpdesk service manager ticketing system tool.
    • Operate troubleshoot and configure Blackberry enterprise admin application and device support.
    • Carry out all infrastructure support for desktop and printing solutions by diagnosis and preventive maintenance.
    • Deploy and support antivirus and approved software in client machines.
    • Manage the biometric attendance system and hardware for all locations

  User training and system awareness

• Answer users inquiries in person email and via telephone concerning systems operation.

  • Train users on use of new software and hardware.
    • Help users to fill new e-forms e.g. UAF RFC and e-Archival etc.
    • Hand over new users ID and password with documentation to new employee.

  Asset management

• Manage inventory of desktop laptop CD DVD VOIP phones Blackberries printers scanners photocopiers servers network devices etc.
• Manage disposal of all information on IT systems

Documentation

• Archive IT-related documents on electronic archiving system.
  • Update knowledge base on IT systems
• Follow up all IT electronic requests (end to end responsibility).

Knowledge and Experiences:

Higher Diploma in IT or Information Systems with 0-2 years experience in management of IT/IS administration and maintenance