IT Support Officer

Job descriptionThe IT Support Officer will be mainly responsible for the smooth running of computer systems, networks, etc. and ensure that users get maximum benefits from them. He/she will install and configure computer systems, diagnose hardware and software faults and solve technical and applications problems, either over the phone or in person.Key Elements of the role

Report to Head, Human Resources & Admin Services
Install and configure computer hardware operating systems and applications
Monitor and maintain computer systems and networks
Talk staff/clients through a series of actions, either face to face or over the telephone
Troubleshoot system and network problems and diagnose and solve hardware/software faults
Replace parts as required
Provide support, including procedural documentation
Follow diagrams and written instructions to repair a fault or set up a system
Support the roll-out of new applications, ERPs, etc
Setting up new users’ accounts and profiles and dealing with password issues
Responding within agreed time limits to call-outs
Work continuously on a task until completion (or referral to third parties, if appropriate)
Prioritise and manage many open cases at one time
Establish a good working relationship with customers and other professionals (e.g., software developers)
Test and evaluate new technology
Conduct data and network security
Handle control over and maintenance of user accounts
Conduct electrical safety checks on computer equipment

Desired Skills & Experience

A good degree in a relevant field with at least 2 years of proven experience in a structured organisation
Experience in the retail industry or in a fast growing company is an advantage
Possess good memory of how software and operating systems work
Excellent listening and questioning skills, combined with the ability to interact confidently with clients to establish what the problem is and explain the solution
Very strong interpersonal skills and the ability to build relationships with stakeholders, Senior Management Team and external partners
Strong organizational and analytical skills that reflect ability to perform and prioritize multiple tasks seamlessly with excellent attention to detail
Good written and verbal communication skills
Demonstrated proactive approaches to problem-solving with strong decision-making capability
Able to see the big picture and provide useful and strategic advice and input across the company
Highly professional and ethical with ability to maintain confidentiality
A strong change agent and communicator
Excellent people management and development skills
Possess excellent leadership and business partnering skills to achieve results through organisational resources
Demonstrated process improvement skills
Ability to coordinate external partners
Self-starter with mature analytical skills and ability to work under pressure
Innovative and forward thinking, with a track record of executing new ideas
Excellent organisational skills
Good negotiation and persuasion skills
A good working knowledge of Microsoft Office tools such as Word, Outlook and Excel