The Senior Officer - IT Helpdesk is 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.

 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.
 

• Minimum of a Bachelor’s degree in a relevant field is required e.g. Computer Science, Computer Engineering, Management Information System.
• Full English proficiency is required.
• Advanced computer literacy is required e.g. MS Office, Banner, Java, C++.
• Minimum of two years of relevant work experience in Information Technology.