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
