JOB PURPOSE Responsible for providing first level ICT troubleshooting / problem-solving assistance and ensuring an effective end-user support to both staff (administration & academic) and students, in addition to the responsibility of effective administration and operations of the ICT Service Desk function. AREAS OF RESPONSIBILITIES Microsoft Product Expertise: Install, configure, and troubleshoot Microsoft Windows operating systems, Office 365, Azure, and related Microsoft products.Active Directory Management: Perform user account administration, including creating and managing user accounts, security groups, and permissions.Hardware & Software Management: Install, configure, and maintain IT hardware such as desktops, laptops, printers, and peripherals.Ensure the overall operations of the ICT Service Desk Support function of the campus is effective and efficient.Efficiently assist students and staff who call, email, visit the Service Desk regarding all IT related issues.Ensure the overall operations of the ICT Service Desk Support function of the campus is effective and efficient.Assessing the urgency and impact of service requests to prioritize them appropriately and ensure that critical issues are addressed promptly.Maintaining excellent verbal communication skills with the ability to communicate effectively with technical and non-technical colleagues at all levels in the organisation.Maintaining detailed records of service requests, troubleshooting steps, and resolutions. This documentation helps in knowledge sharing and trend analysis.Administration of ICT resources such as loan items and preventive maintenance task.Provide technical assistance and support to end-users, including troubleshooting hardware and software issues, resolving technical problems, and answering user queries.Any other responsibilities or duties that may be assigned to you from time to time.Service Desk Function Manage the ICT Service Desk function effectively and efficiently by providing first level troubleshooting & problem-solving support for network, operating systems & applications software (Admin & Computer Labs) according to the service level commitments specified in Service Level Agreements (SLAs) agreed with internal customers.Ensure customer's queries, complaints or problems are attended within service level commitments specified in Service Level Agreements (SLAs) agreed with internal customers.Collaborating with Applications Support, including Network Administrators, System Administrators and Developers to resolve complex issues and contribute to problem-solving along with software vendors and equipment suppliers to resolve issues and problems encountered by end-users within service level commitments.Ensure rapid closure of queries, complaints or problems logged within service level commitments specified in Service Level Agreements (SLAs) agreed with internal customers.Document and maintain records of all relevant transactions and generate appropriate reports pertaining to Service Desk activities.Improve response time in dealing ICT query, complaints, or problems.Generating and presenting regular reports on service desk performance, including incident trends, response times, and user satisfaction.Training & Others Provide relevant user training for both administration and academic staff, wherever applicable.Other tasks deemed relevant to the effective operations and administration of the ICT Service Desk function.Analyse ICT requests, enquiries and handle them when appropriate.Organizing meetings with stakeholders when necessary, including liaison with users, vendors, and students.Carrying out background IT research and presenting findings whenever necessary.Carrying and executing specifics projects and research directed by the management.Producing documents, briefings and assisting in preparing reports and records during auditing. To manage and update IT documentations and ensure it is ISO compliance.To establish and ensure both manual and electronic documentations (SharePoint) are up to date.Working closely with Manager on decision-making discussion and budgeting.JOB SPECIFICATIONS MINIMUM ACADEMIC / PROFESSIONAL QUALIFICATION Possess a degree (or additional years of experience if the incumbent does not have a degree) in Computer Science, or Information Technology, or equivalent, with at least 3 to 5 years of relevant work experience in systems administration, service desk support function, or network / technical support in either an end-user or vendor environment.Strong problem-solving skills with technical aptitude, along with creativity with good communications and people management skills.Capable of working harmoniously with colleagues while also demonstrating the ability to work independently with minimal supervision. RELATED EXPERIENCE Preferably at least 5 years of working experience, preferably in an educational institution