Overview
Provides first level Information Management and Technology (IMT) support services to end-users and installs/updates IMT hardware and software.
Key Responsibilities
- Provides Tier-1 support and troubleshooting for IMT systems, devices, applications, and services.
- Fulfills end-user requests for IMT services within SLAs.
- Performs user account management.
- Identifies and resolves/escalates reported incidents.
- Uses remote tools for troubleshooting.
- Maintains and updates the service desk system.
- Collects and analyzes end-user feedback.
- Installs and updates end-user IMT hardware, mobile devices, and software.
- Prepares and maintains an inventory of devices and software licenses.
- Liaises with vendors for installation and servicing.
- Conducts end-user training needs assessment and provides training.
- Prepares and supports IMT services for meetings.
- Provides general information and advice on IMT products and services.
- Creates help sheets and FAQ lists.
- Assists with implementation of projects related to end-user service delivery.
Required Experience
Three years ICT Service or Help Desk experience providing user support and training in a network computer environment, is required. Work experience with Microsoft Windows based desktop technology and Microsoft Office software suite, is required.
Qualifications
A university degree from an accredited educational institution in information technology, information management, computer science, or other related discipline; Microsoft Office Specialist certification.
