IT Applications and Support

1.       System Administration and Infrastructure management –ERP SAP administration, Windows based applications, Service Desk (Fresh Service) management, and procedure documentation.

2.       IT Service Management

·         Issue resolution and communication, manage inbound and outbound communication with end-users, communicate faults or incidents to end users and or stakeholders and provide periodic feedback and fostering enhanced collaboration within the IT team.

·         Keep end-users informed about new technologies and best practices that can enhance their efficiency - Provide input to relevant IT teams regarding possible enhancements to existing systems/products based on user queries and feedback.

3.       Customer satisfaction

·         Administer internal customer satisfaction surveys to gather feedback on IT services.

·         Analyze survey results and implement improvements to enhance overall user satisfaction.

4.       Training and User Support

·         Assist in developing and administering training programs for end-users, providing relevant self-help tips.

·         Keep end-users informed about new technologies and best practices that can enhance their efficiency.

5.       Service quality management – management of services that we offer to local internal clients (DCP staff), relations with HQ – IT resources, and relations with third parties or vendors.

6.       Human Resources management – ensure professional peer to peer engagement within the team, and an ability to manage colleagues upwards and downwards.

7.       Training – in-house training with the team, training of general staff and refresher trainings of systems. Training users on how to resolve easy tasks, formulate self-help brochures to circulate with staff.

8.       IT Compliance

·         User account management, access management, monitoring, and ensuring compliance with security policies.

·         Conduct regular audits of user accounts to maintain data integrity and security.

·         Facilitate resolution of audit queries, enforce IT policies, monitor adherence, ensure backup of key systems, licensing, business continuity etc.

9.       Reporting - Prepare and submit periodic management reports to the Plant IT Coordinator, summarizing key IT performance metrics, issues, and resolutions.

10.   Ad Hoc Duties - Perform any other duties as assigned by the Plant IT Head, contributing to the overall effectiveness of the IT function.

Requirements

·        Bachelor’s degree in Information Technology or Computer Science or related field of study.

·        At least 3-5 years’ experience in systems, service management and hardware support

·        Proven experience and success with general IT support to end users

·        Professional qualifications such as MCSE, A+ and ITIL. CCNA certification will be an added advantage.

·        Ability to quickly learn new or unfamiliar technology and products using documentation and internet resources.

·        Customer service orientation and technical experience

·        Strong knowledge and experience in supporting Windows applications, ERP - SAP, network connectivity troubleshooting.

·        Good knowledge of relevant hardware support and installation procedures.

·        Good knowledge of IT infrastructure and applications.

Strong problem solving and analytical abilities.

Benefits

·         Medical Insurance Cover

·         In-House Pension Scheme

·         Production Bonus

·         Life Assurance​