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