ICT Support Officer

JOB DETAILS: This is typically an entry-level or junior role focused on the end-user.

The primary goal is to maintain day-to-day operations by resolving technical issues for staff (clients). Key Responsibilities: First-Line Support: Acting as the first point of contact for user issues via phone, email, chat, or a ticketing system.

Troubleshooting: Diagnosing and resolving common hardware and software problems (e.g., password resets, software installation, printer issues, email configuration). User Assistance: Providing guidance and training to users on how to use systems and applications effectively.

Hardware Setup & Maintenance: Deploying, configuring, and repairing desktops, laptops, monitors, phones, and peripherals.

Ticket Management: Logging, tracking, and documenting all support requests in a helpdesk system, ensuring issues are resolved or escalated appropriately.

Basic Network Support: Troubleshooting basic network connectivity issues (e.g., "I can't get on the Wi-Fi"). Knowledge Base: Creating and updating documentation and FAQ guides for common problems.

Required Skills & Traits: Excellent Customer Service: Patience, empathy, and clear communication are paramount.

Problem-Solving: A logical and methodical approach to troubleshooting.

Technical Knowledge: Understanding of Windows/macOS, Microsoft 365/Google Workspace, common software, and basic hardware.

Time Management: Ability to handle multiple tickets and prioritize effectively.

Common Job Titles: IT Support Specialist Helpdesk Analyst Desktop Support Technician ICT Service Desk Officer