JOB PURPOSE

•Responsible for providing first level ICT troubleshooting / problem-solving assistance and ensuring an effective end-user support to both staff (administration & academic) and students,in addition to the responsibility of effective administration and operations of the ICT Service Desk function.

AREAS OF RESPONSIBILITIES
• Microsoft Product Expertise: Install, configure, and troubleshoot Microsoft Windows operating systems, Office 365, Azure, and related Microsoft products.
• Active Directory Management: Perform user account administration, including creating and managing user accounts, security groups, and permissions.
• Hardware & Software Management: Install, configure, and maintain IT hardware such as desktops, laptops, printers, and peripherals.
• Ensure the overall operations of the ICT Service Desk Support function of the campus is effective and efficient.
• Efficiently assist students and staff who call, email, visit the Service Desk regarding all IT related issues.
• Ensure the overall operations of the ICT Service Desk Support function of the campus is effective and efficient.
• Assessing the urgency and impact of service requests to prioritize them appropriately and ensure that critical issues are addressed promptly.
• Maintaining excellent verbal communication skills with the ability to communicate effectively with technical and non-technical colleagues at all levels in the organisation.
• Maintaining detailed records of service requests, troubleshooting steps, and resolutions. This documentation helps in knowledge sharing and trend analysis.
• Administration of ICT resources such as loan items and preventive maintenance task.
• Provide technical assistance and support to end-users, including troubleshooting hardware and software issues, resolving technical problems, and answering user queries.
• Any other responsibilities or duties that may be assigned to you from time to time.

•Service Desk Function
o Manage the ICT Service Desk function effectively and efficiently by providing first level troubleshooting & problem-solving support for network, operating systems & applications software (Admin & Computer Labs) according to the service level commitments specified in Service Level Agreements (SLAs) agreed with internal customers.
o Ensure customer’s queries, complaints or problems are attended within service level commitments specified in Service Level Agreements (SLAs) agreed with internal customers.
o Collaborating with Applications Support, including Network Administrators, System Administrators and Developers to resolve complex issues and contribute to problem- solving along with software vendors and equipment suppliers to resolve issues and problems encountered by end-users within service level commitments.
o Ensure rapid closure of queries, complaints or problems logged within service levelcommitments specified in Service Level Agreements (SLAs) agreed with internal customers.
o Document and maintain records of all relevant transactions and generate appropriate reports pertaining to Service Desk activities.
o Improve response time in dealing ICT query, complaints, or problems.
o Generating and presenting regular reports on service desk performance, including incident trends, response times, and user satisfaction.

•Training & Others
o Provide relevant user training for both administration and academic staff, wherever applicable.
o Other tasks deemed relevant to the effective operations and administration of the ICT Service Desk function.
o Analyse ICT requests, enquiries and handle them when appropriate.
o Organizing meetings with stakeholders when necessary, including liaison with users,vendors, and students.
o Carrying out background IT research and presenting findings whenever necessary.
o Carrying and executing specifics projects and research directed by the management.
o Producing documents, briefings and assisting in preparing reports and records during auditing.
o To manage and update IT documentations and ensure it is ISO compliance.
o To establish and ensure both manual and electronic documentations (SharePoint) are up to date.
o Working closely with Manager on decision-making discussion and budgeting.

JOB SPECIFICATIONS
MINIMUM ACADEMIC / PROFESSIONAL QUALIFICATION
•Possess a degree (or additional years of experience if the incumbent does not have a degree)in Computer Science, or Information Technology, or equivalent, with at least 3 to 5 years of relevant work experience in systems administration, service desk support function, or network/ technical support in either an end-user or vendor environment.
• Strong problem-solving skills with technical aptitude, along with creativity with good communications and people management skills.
• Capable of working harmoniously with colleagues while also demonstrating the ability to working dependently with minimal supervision.

RELATED EXPERIENCE
Preferably at least 5 years of working experience, preferably in an educational institution.

COMPETENCIES (KNOWLEDGE, SKILLS & ABILITIES)
• Exceptional customer service skills, including effective communication, empathy, and conflict resolution. Familiarity with ticketing systems and remote support tools.
• Strong problem-solving skills to address technical challenges and find innovative solutions.
• Excellent verbal and written communication skills, with the ability to effectively convey technical concepts to non-technical clients.
• Proficiency in communicating technical guidance and instructions to users for operating personal computers, applications, and systems.
• Maintaining a positive attitude and optimistic outlook to create a more pleasant and productive work environment.
• Staying updated on the latest trends and advancements in computer hardware, software, and IT technologies.

COMPETENCIES (BEHAVIOURAL)
• Take responsibility for own development needs and continually improve knowledge and skill proficiency.
• Demonstrate a commitment to teamwork and acquiring new capabilities.
• Always act with integrity and maintain professional conduct in accordance with company’score values.
• Able to solicit performance feedback from colleagues and reviewers, acting on areas for development, and seeking to provide insight based on facts.
• Able to participate in open and effective communication within the organization.
• Effective time management is crucial in a service desk role, as it involves prioritizing and efficiently handling multiple service requests that may need simultaneous attention.
• Maintaining calm under pressure attitude is vital for ICT service desk personnel, particularly when faced with high-stress situations such as technical outages or critical incidents.
• Making informed decisions in such circumstances is of utmost importance.