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Accountability (Responsibility)

• Responsible for receiving and logging user requests, incidents and problems affecting all IT services in the company.

• Responsible for initial diagnosis, troubleshooting, fixing issues or escalation incidents and/or problems to 2nd and 3rd level support functions in the company.

• Measure and report IT team performance providing metrics for systems availability, reliability, MTBF, SLA compliance among other IT performance measurements as agreed.

• Identification, recommending, receiving, storing and distribution of desktop equipment and software required by staff to effectively function in an officer environment.

• Maintain, patch, and optimize desktop equipment, office applications and tools.

• Maintain inventory of office equipment (PCs, Printers, laptops, Mobile phones, Telephone extensions, radios, modems) and all other IT devices required for efficient business operations.

• Work with procurement to ensure there is efficient entry and exit (disposal) of IT equipment and peripheral equipment.

• Work with Systems Administrators, Network Administrators, and IT Security staff in patching end-user devices so as to maintain the security and accessibility of end-user solutions.

• Monitor and maintain end-point security in accordance with Security standards set.

• Support end-users in the automation of routine and repetitive tasks automation