Help Desk Officer at BUA Cement

Duties & Responsibilities

• Design network architecture and Networking infrastructure.
• Serve as the first point of contact for customers seeking technical assistance over the phone or email or portal.
• Perform remote troubleshooting through diagnostic techniques and pertinent questions.
• Set-up and install computer hardware and software including disk, tape, printers, modems, and related peripherals.
• Perform maintenance and repairs on computer hardware including backup, recovery, and equipment cleaning.
• Train users in computer hardware/software and other electronic office equipment.
• First level selection and design of the hardware and network and software necessary to operate and improve Bua Cement information management system.
• Manage the company’s administrative network i.e., network accounts, email accounts website access account, remote access account.
• Monitor operational performance and troubleshoot system problems, Isolate the cause of system failures.
• Research, evaluate and recommend new hardware and software to meet the company’s requirements computers, and other electronic office equipment.
• Design, install, support, and integrate centralized and distributed network hardware, operating systems, and applications.
• Responsible for maintaining an inventory of internal licenses, overseeing updates, and tracking compliance.
• Responsible for logging all IT problems and resolutions and liaising with the external support company.
• Providing input into the IT strategy and annual IT budget.
• Aside from the primary helpdesk functions, you will interface with the Technical and Application units regarding testing and understanding of new applications before deployment to users.
• Monitor and ensure client systems are updated with current Anti-Virus definition while also following up with systems without current definition. Weekly and monthly reports will be generated.
• Monitor server events before they become incidents. Monitor unauthorized/unlicensed installation of application using either Spiceworks, service desk, GLPI, managed engine or any other helpdesk application.
• Record events and problems and their resolution in logs
• Identify and suggest possible improvements to procedures.
• Generate weekly and monthly reports for ITD.

Key Competencies

• Minimum HND/BSc. Degree in Computer Science or in a related discipline.
• 2 – 3 years of relevant experience.
• Technical & Professional proficiency
• Analytical Thinking
• Problem Solving
• Self-management skills
• Teamwork
• Interpersonal Relationship
• Proficiency in MS Office & Products
• ITIL Qualification an added advantage