Job Purpose:This position exists to provide hardware and software technical support efficiently, in a timely manner and quality standards as per the defined policies and procedures to achieve departmental operational plans and developments.
Key Accountability Areas:- Technical Support:
Provide enterprise technical support in a professional manner by fixing the root cause of the issue using the resources on hand. Perform installations, configuring systems, printers, network/Wifi, diagnosing hardware/software faults, and solving technical problems. Support the roll-out of new applications to meet given SLA and customer satisfaction. - SLA Adherence:
Follow Service Level Agreement targets for all operational processes including incidents and problems. Ensure no logical security incidents and no physical security breaches. - Software Compliance:
Ensure all installed applications are compliant with IT Department security, governance, and corporate policies and standards. - Knowledge Management:
Create and maintain knowledge articles/records to document the knowledge gained and provide support to fellow Technical Support staff. - Documentation:
Document ticket summary for all assigned tickets in a professional manner using the ITSM tool.
Role Accountability:Ability to obtain updated soft and technical skills related to the job. Ensure quality requirements are met to develop effective quality control and processes.
Academic Qualification: Bachelor Degree in Computer Science or any relevant field.
Work Experience: 2 to 4 Years.
