IT Support Officer

Monday, May 21, 2018

Dora Branch

Key Accountabilities

• Follow all relevant IT Service Management policies, processes and standard operating procedures so that work is carried out in a controlled and consistent manner

• Follow the day-to-day activities related to own jobs to ensure continuity of work

• Escalate complex problems to Head of Unit to ensure case/issue is closed efficiently and in a timely manner 

• Receive and respond to calls from users in a courteous and helpful manner to ensure understanding and support availability 

• Provide guidance and solution for routine problems or queries to ensure problem resolution with specified time scales 

• Monitor systems to ensure operations are running smoothly and according to Khoury Home guidelines 

• Operate equipment/system to produce the required results that are in line with given work schedules

• Ensure data back-up and recovery procedures are well functioning to avoid data loss across departments 

• Install and configure new applications and upgrades to ensure applications are fit for purpose 

• Implement security measures to safeguard information in computer files against accidental or unauthorized damage, modification or disclosure and continuously update these measures to ensure the performance of the IT security system 

• Identify and report any malfunctions in equipment/system and inform supervisor to take appropriate/necessary actions 

• Maintain and improve personal knowledge of IT systems by attending internal and external training courses 

• Escalate complex problems to the supervisor 



• High School or IT diploma or equivalent 

• Initiative - Basic

• Information Seeking - Basic

• Computer Skills - Intermediate

• Teamwork and Cooperation - Basic