IT Support Officer

KEY RESPONSIBILITIES

• Technical support for Group Companies
• Working with the Service Desk to resolve issues logged by end-users within the required service level parameters
• Provide first level support for Business Application through phone and remote access support
• Troubleshoot IT problems and determine the source of IT problems hardware, software and end-user access etc
• Working with infrastructure and application teams to resolve issues in a timely manner and with minimal disruption of business
• Following up to resolve issues at the root-cause level
• Planning and Organizing - plans and schedules effectively and maintain effective controls and attention to details to ensure timely delivery of outcomes
• Customer Focus - identifies and responds to user’s needs and ensures quality of service standards are met
• Specialist Knowledge – applies, maintains and improves on in-depth specialist knowledge
• High degree of understanding of IT operational environment with concise knowledge of critical systems and the importance of 100% availability
• Documenting issues, the events leading up to them and steps taken for their resolution
• Ensure Application related issues are resolved
• Accurately log all problems into the Service Desk system in a timely manner
• When requires, assist with the coordination of hardware and software product deployments and testing of new releases of software and infrastructure
• Maintenance of stock of consumables, printers/accessories
• Liaise with service providers to maintain optimal usage of various service and monitor SLA
• Train the users periodically for use of Apps hardware accessories/equipment

SKILL SET

• Strong leadership & communication skills
• Should be able to able to maintain good inter-personal relationship with co-employees and others
• Must be dependable, attentive to details, a creative thinker and a good team player 
• Able to multi-task, prioritize and manage time effectively
• Should be able to think out of the box, innovative and possess problem solving ability