Senior Officer, IT User Support

The role is responsible for providing day-to-day technical support to employees for a range of hardware and software systems. The role focuses on diagnosing user-reported issues through discussions, performing troubleshooting and fault rectification, and ensuring timely resolution of problems, queries, or complaints. The role handles first-line support, follows defined escalation protocols for unresolved issues, and maintains accurate documentation of incidents and resolutions. The role emphasizes service quality, responsiveness, and user satisfaction, while ensuring adherence to IT policies, security practices, and operational procedures.

• Provide first-line technical support for hardware and software issues

• Diagnose problems through user interaction and system checks

• Perform troubleshooting and fault rectification

• Escalate unresolved issues as per defined protocols

• Ensure timely resolution of user queries and complaints

• Document incidents, actions taken, and resolutions

• Support basic system access and device setup

• Adhere to IT policies, security, and service standards