• Ensures the continuing operation of the Operating systems, email, printing, Windows
update, virus protection, etc.
• Setups and maintains physical and virtual environments for desktops.
• Investigates, tests, installs and upgrades new and hardware/software products for
PCs.
• Provides First level of Support to users on Hardware, Software and LAN in the form
of recorded tickets, which are monitored and reported.
• Escalation of problems those last more than SLA defined resolution time to the next
level of support functionally and to management hierarchically.
• Empowers customers so that they can make more effective use of the IT services
available to them.
• Troubleshoots and provides accurate, creative solutions to technical problems on PCs
while ensuring user satisfaction.
• Acquires and maintains knowledge of relevant product offerings, current support
policies, methods of support delivery, in order to provide technically accurate
solutions to customers.
• Updates all Users’ applications with the latest service packs and patches.
• Protects against Virus attacks by regularly updating the Antivirus software and
scanning all computers.
• Ensures and monitors the execution of a periodic Users’ hardware preventive maintenance plan.
• Maintains professional knowledge on technology changes, issues, trends, advances
by attending courses/meetings/displays/site visits, user group meeting, conferences,
magazines, newsletter, internet, etc.
• Undertakes special projects as required or directed by Regional IT Manager.
• Participates in evaluating new training needs.
• Provides Orientation for users on the use of their Hardware, Software and Network
accessibility.
• Teaches or assists on training courses.
• Being a team player relative to support for, adherence to, and compliance with
Corporate governance and plans, policies and strategies, management plans, policy
and procedure manuals, strategic and business plans.
• Shows support for organization development initiatives e.g. customer focus
improvement, culture change.
• Participates in Performance Development process.
• Fulfils required HSE tasks/responsibilities.
• Participates in and contributes to corporate projects and interdepartmental initiatives
as agreed.
• Ensures proper care of company assets and equipment.
• Fulfils administration-reporting requirements (e.g. timesheets, vouchers, reporting).
• Performs any other related duties as assigned.
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