The ICT Officer is responsible for providing comprehensive technical support and maintaining the organization's information and communications technology (ICT) infrastructure. This role acts as the first point of contact for all ICT issues, ensuring that all systems, software, and hardware operate effectively to support the organization's needs.

Responsibilities or duties

• Act as the first point of contact for staff regarding all ICT issues, resolving problems or escalating them to the appropriate service provider.
• Install, configure, and remove hardware and software using defined installation procedures.
• Provide assistance and training to users on standard software packages and new hardware.
• Respond to and handle service desk and incident management requests, maintaining detailed records.
• Monitor the operation of the organization's IT and networking infrastructure.
• Assist with the installation and maintenance of computer and networking infrastructure.
• Perform routine backups of systems and data and restore files as necessary, following agreed procedures.
• Maintain hardware, software, and telephone inventories.
• Investigate and act on minor security breaches, taking defined corrective action as per the organization's security policy.
• Log, monitor, and escalate IT incidents and security attacks to limit damage.
• Ensure that only authorized access to systems and confidential data is maintained.
• Assist in ordering software, hardware, and consumables from approved suppliers.
• Liaise with system suppliers and Digital Services for problem management and service improvements.
• Produce support and training documentation for users.
• Compile accurate reports on system performance and support activities to aid service improvement.
• Document changes and updates to the live IT environment.

Qualifications or requirements 

• A recognized Associate's Degree or Diploma in Computer Science, Information Systems, Computer Engineering, or a related field.
• Strong working knowledge of supporting office hardware in a Windows environment and the Microsoft Office suite.
• Knowledge of IT and networking infrastructure components.
• Ability to install/remove hardware and software and recognize/correct security breaches.
• Excellent customer service and communication skills, with the ability to explain technical issues to non-technical staff.
• Proactive, results-focused, and able to manage and resolve problems and complaints efficiently.
• Good time management and team working skills.

Experience needed

• A minimum of 3 years of relevant technical experience in an ICT support role.

• Act as the first point of contact for staff regarding all ICT issues, resolving problems or escalating them to the appropriate service provider.
• Install, configure, and remove hardware and software using defined installation procedures.
• Provide assistance and training to users on standard software packages and new hardware.
• Respond to and handle service desk and incident management requests, maintaining detailed records.
• Monitor the operation of the organization's IT and networking infrastructure.
• Assist with the installation and maintenance of computer and networking infrastructure.
• Perform routine backups of systems and data and restore files as necessary, following agreed procedures.
• Maintain hardware, software, and telephone inventories.
• Investigate and act on minor security breaches, taking defined corrective action as per the organization's security policy.
• Log, monitor, and escalate IT incidents and security attacks to limit damage.
• Ensure that only authorized access to systems and confidential data is maintained.
• Assist in ordering software, hardware, and consumables from approved suppliers.
• Liaise with system suppliers and Digital Services for problem management and service improvements.
• Produce support and training documentation for users.
• Compile accurate reports on system performance and support activities to aid service improvement.
• Document changes and updates to the live IT environment.

• Strong working knowledge of supporting office hardware in a Windows environment and the Microsoft Office suite.
• Knowledge of IT and networking infrastructure components.
• Ability to install/remove hardware and software and recognize/correct security breaches.
• Excellent customer service and communication skills, with the ability to explain technical issues to non-technical staff.
• Proactive, results-focused, and able to manage and resolve problems and complaints efficiently.
• Good time management and team working skills.

• A recognized Associate's Degree or Diploma in Computer Science, Information Systems, Computer Engineering, or a related field.