Officer, Service Desk

:\r\n\r\nJob Purpose\r\n\r\nTo provide first-line technical support to users by receiving, logging, troubleshooting, and resolving ICT-related incidents and service requests. The Officer, Service Desk ensures the effective operation of ICT systems, applications, hardware, and network services while delivering excellent customer support.\r\n\r\nKey Responsibilities\r\n\r\n1. Service Desk Support\r\n\r\n \tServe as the first point of contact for all ICT-related incidents and service requests.\r\n \tLog, categorize, prioritize, and track incidents using the service management system.\r\n \tProvide timely technical support to end users through phone, email, remote access, and face-to-face interactions.\r\n \tEscalate unresolved issues to appropriate support teams and monitor progress until resolution.\r\n\r\n2. Hardware and Software Support\r\n\r\n \tInstall, configure, and maintain desktop computers, laptops, printers, scanners, mobile devices, and peripherals.\r\n \tSupport the installation, configuration, and troubleshooting of operating systems and business applications.\r\n \tEnsure all ICT equipment is functioning optimally and perform routine maintenance.\r\n\r\n3. User Account Administration\r\n\r\n \tCreate, modify, deactivate, and manage user accounts in accordance with ICT policies.\r\n \tReset passwords and manage user access rights and permissions.\r\n \tMaintain accurate records of user accounts and system access.\r\n\r\n4. Network and Systems Support\r\n\r\n \tAssist in monitoring network connectivity and system performance.\r\n \tTroubleshoot basic network and connectivity issues.\r\n \tSupport ICT infrastructure maintenance activities under the guidance of senior ICT staff.\r\n\r\n5. Incident and Problem Management\r\n\r\n \tDiagnose and resolve technical issues within agreed service levels.\r\n \tIdentify recurring issues and recommend corrective actions.\r\n \tMaintain incident records and prepare support reports.\r\n\r\n6. Asset Management\r\n\r\n \t