Technician – IT Help Desk

IT Support 

• 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

  
  

• 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