Duties and Responsibilities

User Support
Respond to user inquiries by providing advice and assistance to resolve common IT issues.
Ensure applications, websites, and system capabilities are well understood across the business.
Support or assist in managing a help-desk team where applicable.

Data Management
Access and update information within data management systems as needed.
Client & Customer Management (Internal)
Support internal clients through standard IT support activities and assistance.

Administration
Create, update, and maintain Microsoft Office documents, databases, and departmental systems.
Fault Diagnosis and Resolution
Perform initial fault isolation and propose corrective actions for review by senior colleagues.
Provide timely support to minimize downtime and maintain service continuity.

Documentation and Backup
Draft and maintain user and technical documentation.
Create and manage backup files to ensure reliable recovery in case of issues.

Knowledge Management
Use the organization’s knowledge management system to access and apply technical information.

Operational Compliance
Adhere to company policies, IT standards, and relevant regulatory guidelines.
Seek authorization from supervisors for any exceptions to mandatory procedures.

Work Scheduling and Coordination
Plan and manage own work schedule to meet deadlines.
Coordinate with support teams and assign short-term tasks when necessary.

Personal Capability Building
Continuously develop technical and professional skills through training, coaching, and industry best practices.
Stay updated on relevant technologies, compliance requirements, and IT trends.

Qualifications and Experience

Diploma or Bachelor’s degree in Information Technology or related field.
Relevant IT certifications (e.g., CompTIA A+, Microsoft Certified Fundamentals, ITIL Foundation) are advantageous.

Technical Skills
Strong knowledge of computer hardware, operating systems (Windows/MacOS), and Microsoft Office applications.
Basic understanding of networking, troubleshooting, and system administration.
Familiarity with help desk software and ticketing systems. Jira is favorable

Soft Skills
Excellent problem solving and analytical skills.
Strong communication and interpersonal abilities.
Ability to manage time effectively and work independently or within a team.
Customer-service orientation with patience and adaptability.

Experience
Matric
0–3 years of experience in IT support or related field (internships or volunteer IT work considered).