IT Support
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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
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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
