Group IT Support & Helpdesk Officer

Purpose

To provide centralized Tier 1 and Tier 2 IT support, ensuring rapid resolution of hardware, software, and network issues for all Group and Country Hub staff.

Key responsibilities

• Helpdesk Operations: Manage the IT ticketing system; provide remote and on-site support for ERP, email, BIM software, and standard office applications.
• Asset Management: Maintain the master IT asset register; oversee procurement, provisioning, and secure disposal of IT hardware.
• Onboarding Support: Provision user accounts, access rights, and equipment for new hires within 48 hours of their start date.

Qualifications

• Bachelor's degree or Diploma in Information Technology, Computer Science, or related field
• 3--5 years of IT support experience, preferably in a multi-site corporate environment
• CompTIA A+, Network+, or Microsoft certifications preferred

Performance indicators

• Helpdesk first-contact resolution rate ≥ 85%
• Asset register accuracy 100%
• First-Contact Resolution Rate: ≥ 80%
• Average Ticket Resolution Time: < 24 hours
• IT Asset Register Accuracy: 100%

Reports to

Group ICT / IT Director