KEY ACCOUNTABILITIES (not all-inclusive)
Act as a Single Point of Contact (SPOC) for IT service requests, incidents and problems.
Answering phone calls, emails, user’s questions/inquiries and advice user’s on getting the services and resolving IT problems.
Log all service requests, incidents, problems into the service desk system and maintain log of all requests and IT forms;
Assist in providing ICT technical support to end users and escalate to second and third IT support level as needed;
Follow up and provide feedback to the users on the pending IT service requests, incidents, and problems. Keep a proactive communication channel with the IT support team and users.
Follow up with service providers and vendors on relevant issues and problems, when required.
Provide daily, weekly and monthly reports of services and incidents. Generate customized reports as needed.
Assist in preparing and updating user guide manuals, operation manuals, training manuals, and any other relevant documents;
Manage the filing system in the unit (hard copies and e-filing system). Make photocopies and scan materials when required;
Update the office intranet, enter data and update several IT systems as needed; Provide readily available information/ reports (e.g. contact list).
Take responsibility for data integrity to facilitate availability of accurate information in corporate systems; Perform any other relevant duties as required