Senior Officer IT Helpdesk Higher Colleges of Technology

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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