- Serve as the primary contact for IT related issues to end users in DCP plants and manage IT service management helpdesk.
- Provide first-level support on all IT related issues and escalate more technical problems to appropriate second level/ expert support teams within the Group IT function.
- Follow-up with second level/ expert support teams to ensure prompt resolution of escalated faults/ requests and handle inbound and outbound communication between end user and expert support teams.
- Communicate resolution of faults to end-user/ fault/request initiator.
- Conversant in Printer, Computer, Laptop Repairing and Troubleshooting
- Inventory of all IT equipment such as switches, servers, desktops, printers, handsets, data cards, MiFi’s and so on.
- Log all requests/ issues unto the service centre database and perform regular trend analysis of issues and requests.
- Assist in developing and administering training programmes for end users e.g. on relevant self-help tips.
- Provide input to relevant IT teams on possible enhancements to existing systems/ products, based on user queries/ feedback
- Administer internal customer satisfaction surveys.
- Manage user accounts, passwords, and permissions.
- Prepare and submit periodic management reports to the IT Specialist.
Perform any other duties as may be assigned by the supervisor
Requirements
- Diploma or bachelor’s degree in Information Technology or Computer Science related field of study.
- At least 2-4 years’ experience in service management and hardware support
- Proven experience and success with general IT support to end users
- Professional qualifications such as MCSE, A+ and ITIL. CCNA certification will be an added advantage.
Benefits
- Medical Insurance Cover
- In-House Pension Scheme
- Quarterly Production Bonus
- Life Assurance
