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Duties and Responsibilities of Systems Administration and Help Desk Unit Officer
▪ Technical support for company’s desktop computing environment and corporate network, including supported hardware, Software and other business applications, and peripheral devices
▪ Perform troubleshooting as required. As such, leads problem-solving efforts often involving
outside vendors and other support users
▪ Ensure immediate and total restoration of services for all systems and services promptly
▪ Responding to users’ requests (including remote users) when they have an IT related problem
proactively recognize the problem and implement needed solutions
▪ Provide support and maintenance for in-house computer systems, including carrying out diagnosis,
upgrade, repairs, maintenance, and installation of all equipment and hardware devices, as well as ensuring top performance of workstation
▪ Troubleshoot remote users’ issues by applying remote monitoring and management software
▪ Provide solutions to software, hardware, and system problems by researching problems and questions,
diagnosing, troubleshooting, and applying available information and resources
▪ Solve problems that do not have documentation by walking users through established processes for
solving problems over the phone, email or/and in person and utilize critical reasoning in solving the problem
▪ Ensure targets are achieved in accordance with tight key performance indicators by identifying
▪ Work with technical teams and end users to execute and maintain systems that apply with the best
▪ Provide reporting to Systems Admin & Help Desk Manager on strategies and activities
▪ Be an active learner and a good leader of a team