The incumbent is responsible for the smooth running of computer systems and ensuring users get maximum benefits from them

JOB SUMMARY 

The incumbent is responsible for the smooth running of computer systems and ensuring users get maximum benefits from them. He/she must be customer driven and ensure that all issues relating to ICT be resolved in a timely fashion. Service excellence is key to this position. He/she must monitor and maintain the computer systems and networks of Agostini’s / CDP Limited. This includes the installation and configuration of client computers, diagnosis of hardware and software faults and solving technical and applications problems, either over the phone or in person.

JOB DUTIES

1. Installs and configures computer hardware, operating systems and applications.
2. Monitors, escalates and resolves help desk issues in a timely fashion.
3. Monitors and maintains computer systems and networks.
4. Talks staff or clients through a series of actions, either face to face or over the telephone to help set up systems or resolve issues.
5. Troubleshoots system and network problems and diagnosing and solving hardware or software faults.
6. Performs and logs scheduled preventative maintenance tasks on user support devices, ensuring minimal downtime and equipment is available to use during operating hours. These tasks include identification of poor performing equipment and proposing and deploying corrective actions.
7. Procure and deploy replacement parts while maintaining a proper inventory of spares.
8. Procure and deploy business user assets while maintaining a proper inventory of spares.
9. Provides support, including procedural documentation and relevant reports and updates the ICT knowledge base.
10. Follows diagrams and written instructions to repair a fault or set up a system.
11. Supports the roll-out of new applications with guidance from the Group Applications team.
12. Responds within agreed time limits to call-outs.
13. Works continuously on a task until completion (or referral to third parties, if appropriate).
14. Prioritizes and manages many open cases at one time.
15. Rapidly establishes a good working relationship with customers and other professionals, e.g., software developers.
16. May assist with the maintenance and support of local infrastructure, under the guidance of the Group Infrastructure Team.
17. Assist with training for BI report generation and or modifications;
18. Provides light training to end users as required or on a scheduled basis.
19. Assist with disaster recovery when necessary.
20. Tests and evaluates new user support devices and technology.
21. Presents oral and written reports defining plans, problems, and resolutions to appropriate levels of management.

22. Ensures that all work is done in accordance with Information Security best practices and procedures.
23. Other duties as assigned by management in accordance with the needs of the organisation, including but not limited to assignment as a resource on ICT projects and Company committees and work groups.