Senior IT Support & Service Desk Officer

Job Purpose

The Senior IT Support & Service Desk Officer is responsible for providing reliable and timely technical support to employees, maintaining IT equipment and systems, resolving technical incidents, and ensuring effective operation of the organization's IT service desk.

Key Responsibilities

• Provide first and second-level technical support to employees and branches.
• Receive, record, categorize, prioritize, and resolve IT incidents and service requests through the service desk system.
• Troubleshoot hardware, software, operating system, network, printer, email, and user-access-related issues.
• Install, configure, maintain, and troubleshoot computers, laptops, printers, scanners, and other IT equipment.
• Support user account creation, modification, deactivation, password resets, and access requests in accordance with approved procedures.
• Configure and troubleshoot Microsoft Windows, Microsoft 365, email, and other business applications.
• Monitor IT equipment and systems to identify recurring problems and recommend corrective actions.
• Provide remote and on-site technical support to branches and head office users.
• Maintain accurate records of IT assets, equipment assignments, repairs, replacements, and warranties.
• Support deployment, configuration, upgrading, and maintenance of computers and other IT devices.
• Escalate complex technical incidents to appropriate IT specialists or service providers.
• Follow up on escalated incidents and ensure timely resolution within agreed service levels.
• Assist in network troubleshooting, connectivity issues, VPN, Wi-Fi, and basic server-related support.
• Support backup, antivirus/endpoint security, patching, and other routine IT maintenance activities.
• Prepare user guides, technical documentation, FAQs, and troubleshooting procedures.
• Provide basic IT security awareness and ensure users follow organizational IT policies.
• Monitor service desk performance and prepare periodic incident and service reports.
• Identify recurring technical problems and participate in root-cause analysis and preventive actions.
• Coordinate with external vendors and service providers for hardware, software, internet, and technical support.
• Ensure proper IT asset management and compliance with organizational IT policies and procedures.
• Support IT projects, system implementations, upgrades, and other technology initiatives as assigned.

Required Qualifications & Experience

• Bachelor’s Degree in Information Technology, Computer Science, Information Systems, or a related field.
• 3–5 years of relevant experience in IT support, service desk, technical support, or system administration.
• Strong knowledge of Windows operating systems, Microsoft 365, hardware, software, and networking.
• Good troubleshooting and problem-solving skills.
• Knowledge of LAN/WAN, TCP/IP, Wi-Fi, VPN, DNS, DHCP, and basic network troubleshooting.
• Experience in user account and access management.
• Knowledge of IT asset management and IT service management principles.
• Familiarity with ITIL principles is an advantage.
• Relevant certifications such as ITIL, CompTIA A+, Network+, Microsoft certifications, or equivalent are an advantage.