Associate, IT Operations - Lagos

Job summary

IT Operations at NewGlobe is responsible for last mile delivery of technology, ensuring that everyone in all our territories, from school staff to executives, all have the functioning technology they need to excel at their jobs.

Responsibilities

• Provide first point of IT Support contact for all staff, covering all PC hardware, software, smartphones and tablets, as well as any associated peripherals.
• Deploy computers and associated peripherals including new installations and redeployment of existing equipment.
• Install and configure operating systems and software to agreed standards under the direction of the IT Manager and other immediate supervisors.
• Maintain existing equipment to standards determined by the IT Manager, by performing upgrades, new installations and carrying out routine procedures.
• Assist in the compilation and maintenance of an accurate inventory of hardware and software, and ensure that records are kept up-to-date within the service desk system.
• Troubleshoot technical issues to resolution and/or escalate to colleagues, suppliers or partner organizations as required.
• Log all incidents and service requests in the designated service desk system, where necessary log on behalf of the staff.
• Manage service desk tickets, planning and prioritizing systematically to minimize backlog and ensure operational efficiency.
• Ensure system and data security is maintained at a high standard, ensuring the integrity of the company's network is not compromised.
• Expedite the repair of hardware faults and software configuration problems, notifying or forwarding to the relevant suppliers in a timely manner.
• Work with colleagues to monitor performance of company's systems, ensuring that issues are appropriately escalated and resolved.
• Provide technical assistance to project teams and undertake technical project roles when required.
• Demonstrate commitment to and promotion of a culture of service excellence and continual improvement within the IT Department.
• Maintain and develop excellent working relationships with key suppliers, conducting dealings in a professional and appropriate manner.
• Provide at all times a professional, courteous and rapid response to individual users.

Job description