Senior Officer IT Helpdesk Higher Colleges of Technology
Full time @Higher Colleges of Technology posted 12 months ago Shortlist Email JobJob Detail
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Job ID 9042
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Career Level Intermediate
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Experience Fresh
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Gender Female|Male
Job Description
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++.
Quality Assurance Manager Higher Colleges of Technology
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