Job Description

IT Support

Provide first level support for all kinds of IT and information security incidents Manage all support requests from all channels by logging and routing of all incident and service tickets to appropriate teams within IT. Manage the process of effective troubleshooting and provide timely technical assistance to users on resolution of technical Issues and faults. Provide on-going support for IP telephony, video conference and other converged media systems. Operate, monitor, and prioritise security systems, including CCTV cameras and biometric system within the IT Data Centre. Assist guests and visitors visiting GCAA premises with technical support. Provide configuration, installation and troubleshooting on all Microsoft products, 3rd party software, account software, HR ID software, Licensing software, e-Archiving software, desktop, laptop, printers, scanners, Cisco IP telephones and other IT peripherals /devices. Operate and monitor IT Helpdesk service manager ticketing system tool. Operate, troubleshoot, and configure Blackberry enterprise admin application and device support. Carry out all infrastructure support for desktop and printing solutions by diagnosis and preventive maintenance. Deploy and support antivirus and approved software in client machines. Manage the biometric attendance system and hardware for all locations

User training and system awareness

Answer users' inquiries in person, email and via telephone concerning systems operation. Train users on use of new software and hardware. Help users to fill new e-forms e.g., UAF, RFC and e-Archival etc. Hand over new users ID and password with documentation to new employee.

Asset management

Manage inventory of desktop, laptop, CD, DVD, VOIP phones, Blackberries, printers, scanners, photocopiers, servers, network devices etc. Manage disposal of all information on IT systems

Documentation

Archive IT-related documents on electronic archiving system. Update knowledge base on IT systems Follow up all IT electronic requests (end to end responsibility).

Reporting

Ensure that all functional reports are prepared timely and accurately and meet GCAA requirements and quality standards.

Health, Safety and Environment within GCAA

Ensure compliance with all relevant health, safety, quality and environmental management procedures and controls to guarantee employee safety, legislative compliance, delivery of high-quality products/services and a responsible environmental attitude as per IMS available standards

Other Tasks/ Accountability

* Perform additional tasks relevant to the role / area of expertise as requested by the management to be able to achieve the objectives/commitments.