About the job
Why This Role Matters
The role of the ICT Support Specialist is vital for ensuring that all employees have consistent access to technology and digital tools, which facilitates seamless business operations. By providing timely troubleshooting, managing system access, and offering hardware support, this position significantly reduces downtime and boosts productivity. Acting as the first point of contact for ICT-related issues, the specialist plays a crucial role in maintaining a secure, efficient, and well-supported IT environment that enables the organization to function effectively and meet its strategic goals.
What You’ll Drive
Receive, log, and manage ICT issues and service requests through approved channels (email, portal, phone).
Categorize, prioritize, and assign tickets based on urgency and impact.
Provide first-level troubleshooting and resolution for common ICT issues, escalating unresolved problems to higher support teams when necessary.
Maintain accurate ticket status updates and document resolution notes before ticket closure.
Assist users with login/password issues, Microsoft 365/email access, PC/laptop/printer/peripheral issues, and basic network or connectivity problems.
Provide support remotely or on-site as required.
Guide users on utilizing self-service portals and knowledge base resources.
Prepare ICT assets (laptops, desktops, mobile devices) for new employees and assist with account creation, email/system access setup, and standard software installations.
Support offboarding by coordinating access removals, tracking asset returns, and managing license reassignment.
Maintain up-to-date records of ICT assets, track movements, replacements, and execute basic inventory updates.
Conduct basic hardware diagnostics and replacements (mouse, keyboard, HDD/SSD, RAM) and liaise with vendors for warranty repairs.
Communicate effectively with users regarding ticket statuses, expected resolution steps, and available workarounds.
Follow up post-resolution to ensure user satisfaction and document recurring issues along with their resolutions.
Update or suggest improvements to help articles and FAQs.
Strictly adhere to ICT procedures, SOPs, and security guidelines, while supporting endpoint security measures such as patching and encryption checks.
