IT Support & Customer Help Desk Officer at MAXUT Consulting Limited

REPORTS TO:    Head, HR & Administration

JOB SUMMARY

The Help Desk & IT Support Officer is responsible for maintaining the company’s technology infrastructure for internal users and ensuring the smooth operations of Customers’ Help Desk systems. He/She will maintain the organization’s IT systems, troubleshoot technical issues, manage the organisation customer help desk platform, and ensure seamless IT operations. This role involves providing support to end-users, managing IT infrastructure, and contributing to the implementation of IT security policies, IT compliance and procedure.

GENERAL DESCRIPTION   

• Provide technical support to employees for hardware, software, and network-related issues.
• Install, configure, and maintain computer systems, printers, and other IT equipment.
• Monitor and maintain network systems, ensuring minimal downtime and resolving connectivity issues.
• Manage the organization's Help Desk platform, including monitoring customer tickets, assigning tickets to appropriate teams, providing timely feedback to customers, and ensuring tickets are closed within agreed timelines.
• Ensure all users back up their systems regularly on OneDrive and provide support for backup-related issues.
• Verify that all operating systems have active Microsoft licenses and antivirus software installed and operational.
• Track and process the renewal of all IT and project-related licenses, ensuring timely renewals to avoid disruptions.
• Manage user accounts, permissions, and IT-related documentation.
• Assist in the implementation and enforcement of IT policies, including data security and backups.
• Support internal  IT projects, including system upgrades and migrations.
• Liaise with external vendors for IT procurement, warranty claims, and system repairs.

SKILL/ COMPETENCY REQUIRED

• Strong knowledge of hardware, software (Microsoft Office Online, Messaging etc), security and and network systems.
• Proficiency in troubleshooting and problem-solving IT issues.
• Experience managing IT Service Desk platforms and customer support systems.
• Familiarity with cloud storage solutions like OneDrive.
• Knowledge of software licensing and compliance, including Microsoft products and antivirus software.
• Strong communication and interpersonal skills to assist non-technical users and customers.
• Ability to prioritize tasks and manage time effectively.

KEY PERFORMANCE INDICATORS/ MEASUREMENT CRITERIA

• Response time to IT support tickets and resolution rate.
• Percentage of systems with regular backups on OneDrive.
• Compliance rate for active Microsoft licenses and antivirus software.
• Timely renewal of IT and project licenses without lapses.
• Number of customer tickets resolved within timelines

INTERNAL LIAISON

• All employees to provide IT, CRM, and system backup support

EXTERNAL LIAISON

External vendors. Service providers for software licensing and renewals, External consultants for specialized IT or CRM solutions, and Clients