It Support Executive

Job Title:

Key Responsibilities:

• IT Asset Management:

  Oversee the inventory and management of all IT assets, including hardware, software, and licenses, ensuring that resources are properly tracked, maintained, and deployed efficiently.

• Service Desk Management:

  Supervise the service desk operations, ensuring that user requests and incidents are handled promptly and effectively, using the organization's ticketing system to monitor progress and resolution.

• Incident Resolution:

  Track, manage, and resolve IT incidents related to desktop systems, operating systems, and associated software applications, ensuring minimal disruption to users.

• Desktop & OS Troubleshooting:

  Diagnose and resolve issues related to desktop hardware, Windows operating systems, and installed software to ensure smooth operation for end-users.

• VIP Support:

  Provide dedicated and specialized support for VIP users, addressing their IT issues with a high level of priority and professionalism.

• Documentation:

  Maintain detailed records of IT assets, service desk activities, and troubleshooting resolutions. Ensure all processes and procedures are documented and up to date.

• System Maintenance and Updates:

  Assist in performing routine system maintenance, software updates, and patch management to ensure the optimal performance of IT systems.

• Collaboration:

  Work closely with other IT team members to identify trends, implement improvements, and share knowledge to enhance overall IT service delivery.

• Training & Support:

  Train end-users on best practices for using IT systems and resources efficiently, ensuring they are equipped to handle common issues on their own.

Qualifications:

• Education:

  Bachelors degree in any stream.

• Experience:

  Minimum of 6 years of experience in IT support or asset management, with hands-on experience managing IT assets, handling service desk functions, and troubleshooting desktop and operating system-related issues.

• Technical Skills:

  Proficiency in managing IT assets, diagnosing and resolving desktop hardware, software applications, and Windows operating system issues.

• VIP Support Experience:

  Prior experience in providing high-level support to VIP users is highly desirable.

• Communication Skills:

  Excellent verbal and written communication skills with the ability to explain technical concepts to non-technical users effectively.

• Problem-Solving:

  Strong analytical skills with a keen attention to detail and the ability to troubleshoot complex issues efficiently.

• Customer Service:

  A commitment to delivering exceptional customer service and ensuring user satisfaction.

• Certifications:

  ITIL, MCSE, or other relevant certifications are a plus.

Working Conditions:

• Work Environment:

  Office-based with occasional remote support as needed.

• Hours:

  Full-time position; may require occasional after-hours or on-call support.

This revised job description focuses on the management of IT assets, the service desk, and troubleshooting related to desktop and operating system issues, aligning it more closely with the role you're aiming to define.