Enterprise Service Support Officer

Information System

1. Providing technical support to end-users in an enterprise environment.
2. Install and configure computer hardware operating systems and applications either remotely or physically present at the location
3. Troubleshooting hardware and software issues and resolving them in a timely manner.
4. Responding to service requests and incidents and resolving them or escalating them to the appropriate team.
5. Managing and maintaining enterprise-wide systems network devices and applications.
6. Providing training and guidance to end-users on how to use enterprise systems and applications.
7. Participating in the planning and implementation of new systems and applications.
8. Developing and maintaining technical documentation and knowledge base articles.
9. Conducting regular system audits to ensure compliance with organizational policies and procedures.
10. Collaborating with other IT teams and departments to ensure smooth delivery of IT services.
11. Managing vendor relationships and ensuring that all third-party services are delivered to the required standards.
12. Providing after-hours and on-call support as required.

E-Channels

1. Work with the E-Business Team in effectivemobile services provision
2. Work with the Head of IT Infrastructure forthe installation of IT infrastructure required for mobile moneyservices
3. Work with theE-Business Team toProvide support for the deployment of mobile money services

General

Perform other duties and responsibilities as may be required byHead Enterprise Service Support unit

EDUCATION AND EXPERIENCE

A minimum of a Bachelors degree in Computer Science Information Technology or a related field.
At least 3 5 years of relevant experience in IT service support or a similar role.
Strong knowledge of enterprise applications helpdesk systems and IT infrastructure.
Excellent problem-solving and analytical skills.
Good communication and interpersonal skills.
Relevant IT certifications (e.g. ITIL CompTIA) will be an added advantage.