• Serve as the primary contact for IT related issues to end users in DCP plants and manage IT service management helpdesk.
• Provide first-level support on all IT related issues and escalate more technical problems to appropriate second level/ expert support teams within the Group IT function.
• Follow-up with second level/ expert support teams to ensure prompt resolution of escalated faults/ requests and handle inbound and outbound communication between end user and expert support teams.
• Communicate resolution of faults to end-user/ fault/request initiator.
• Conversant in Printer, Computer, Laptop Repairing and Troubleshooting
• Inventory of all IT equipment such as switches, servers, desktops, printers, handsets, data cards, MiFi’s and so on.
• Log all requests/ issues unto the service centre database and perform regular trend analysis of issues and requests.
• Assist in developing and administering training programmes for end users e.g. on relevant self-help tips.
• Provide input to relevant IT teams on possible enhancements to existing systems/ products, based on user queries/ feedback
• Administer internal customer satisfaction surveys.
• Manage user accounts, passwords, and permissions.
• Prepare and submit periodic management reports to the IT Specialist.

Perform any other duties as may be assigned by the supervisor