The job holder will report to the IT Manager and based at the Head office. He/She will be responsibible for provision of support to end users for hardware,software and business applications.
Main responibilities for the role include;
i) Business Applications Support
- Provide Level 1 technical support and assistance to end-users who interact with the ERP systems SAP, Navision, Syspro, Synertrade, TALO, SAGE, Fleetwave, Pamoja Apps, Acacia System), addressing their questions, issues, and training needs.
- Carry out periodic meetings with the business users to ensure customer satisfaction.
ii) User Support
- Provide timely and effective technical support to end-users, addressing hardware, software, and network-related issues through various channels, such as phone, email, or in-person.
- Provide remote assistance to off-site users, troubleshooting issues and guiding them through solutions.
- Diagnose and resolve technical problems, guiding users through step-by-step solutions and escalating issues when necessary.
- Use problem-solving skills to identify recurring issues and implement preventive measures.
iii) Service Desk Management
- Logging and tracking support requests and incidents using a ticketing system.
- Follow-up and closure of tickets within SLA
iv) Hardware and Software Support
- Ensure availability computers (desktops and laptops), printing services, audio visuals and terminal endpoints such as cash deposit machines, ETR machines, Queuing Systems
- Assist with the setup, maintenance, and troubleshooting of computer systems, peripherals, and mobile devices.
- Install, configure, and troubleshoot software applications and operating systems.
- Assist in configuring and troubleshooting network connectivity issues, including Wi-Fi, Ethernet, and VPN.
v) Vendor Management
- Collaborate with vendors and service providers to address issues, obtain support, and negotiate contracts or service level agreements.
- Manage outsourced resources by ensuring that work is delivered as per contract SLA.
vi) Training and User Education
- Conduct training sessions and create user guides to help end-users effectively navigate and utilize the ERP system.
vii) Project Management
- Lead or contribute to ICT projects
viii) Reporting
· Avail reports within your domain as required by the Business