IT Support at Gap Recruitment Services Limited

Job Purpose:

• The primary purpose of this role is in the areas of computer operations, user and desktop support (hardware and software), helpdesk, and data management. Monitors, operates, or coordinates and assists others in the operation of computer hardware, software, and peripherals in order to achieve desired results. Requires minimum supervision. Updates Group ICT Manager on arising IT issues. This role is a key supporting role within Self Help Africa Group organization (Self Help Africa, Partner Africa & TruTrade).

Key Responsibilities:

• Installing and configuring computer hardware operating systems and applications where necessary across Self Help Africa Group.
• Monitoring and maintaining computer systems and networks across Self Help Africa Group (Self Help Africa, Partner Africa & TruTrade).
• Troubleshooting diagnosing and solving network problems and issues related to ICT equipment across Self Help Africa Group (Self Help Africa, Partner Africa & TruTrade).
• Creating & Updating records on different database applications (Salesforce, among others used within Self Help Africa Group (Self Help Africa, Partner Africa & TruTrade).
• Providing support, including procedural documentation and relevant reports where necessary.
• Conduct periodic reviews of data integrity in the system and advises users on errors and omissions.
• Taking staff (across the Self-Help Africa Group) through a series of actions, either face to face or over the telephone or via Skype/TeamViewer/AnyDesk to help set up systems or resolve ICT issues.
• Testing and evaluating new technology where necessary.
• Setting up new users accounts and profiles and dealing with password issues across Self Help Africa Group.
• Responding either in agreed time limits to cases submitted.
• Sourcing for quotes in relation to ICT equipment/software purchase.
• Escalate IT issues to the Group ICT Manager where necessary.
• Carry out other Ad hoc duties as required by Information Systems Manager.

Key Stakeholder Relationships:

• Group ICT Manager, IT Assistant
• Group Chief Information Officer
• All staff
• Group ICT Team

Qualifications and Other Requirements:
Essential:

• Relevant IT degree/diploma or industry experience.
• Minimum of 2-year experience in a technical support environment.
• Ability to multitask - Sense of urgency; maintain a positive attitude.
• Strong PC skills for both Windows Operating System and Apple Operating System (e.g MS Office applications such as Excel, Word, etc.).

Role Competencies:

• Has excellent research, analytical planning and organizational skills.
• Strong writing, presentation, communication in English.
• A high level of drive, initiative, motivations, commitment and professionalism.
• Demonstrates the flexibility and the ability to work in a multi-cultural and multi national team.
• Demonstrates commitment to working with a values-based organization.
• Has the ability to work under pressure.

Additional Knowledge Preferred But Not Essential

• Experience or exposure of CRM database such as Salesforce.
• Analytical skills with the ability to problem solve.