Senior Officer IT Helpdesk at Higher Colleges of Technology is responsible to handle end user’s IT requests and inquiries, respond to them in a timely and accurate manner. Additionally, the incumbent is responsible to direct IT inquiries to appropriate IT sections for level 2 and level 3 as and when needed.

Duties of Senior Officer IT Helpdesk

• Act as a first point of contact for users within Central Services.
• Handle, prioritise and troubleshoot IT issues raised by users concerning IT infrastructure, systems and applications in a timely, effective and efficient manner.
• Identify whether level 2 and level 3 issues are infrastructure, systems or applications related and channel them to the appropriate IT section.
• Advise users on the status of the investigation/diagnosis process and the expected resolution time.
• Follow up on the resolution of IT issues and provide timely and accurate feedback as and when needed.
• Develop and maintain an up to date, accurate and comprehensive log of IT inquiries and issues for effective and efficient follow up, reporting and reference purposes.
• Track and analyse IT requests trends and generate statistical reports on a periodic basis.
• Support with the identification of recurrent issues, the development of solutions, and the recommendation of improvements when possible.
• Provide access rights to end users in compliance with IT policies, procedures and processes.

Job Requirements of Senior Officer IT Helpdesk

• Minimum of a Bachelor’s degree in a relevant field is required e.g. Computer Science, Computer Engineering, Management Information System.
• Minimum of two years of relevant work experience in Information Technology.

Skills & Knowledge Desired

• Full English proficiency is required.
• Advanced computer literacy is required e.g. MS Office, Banner, Java, C++.

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