Service Desk Support Officer at Old Mutual Kenya

KEY RESPONSIBILITIES

• Manage and resolve end user calls logged onto the Helpdesk system
• Develop accurate reports regarding the progress of all categories of registered tickets on helpdesk and circulate the same on a daily basis
• Perform software/hardware installation, updates including formatting, hot swapping, ghosting etc. on all HQ and branch support PCs
• Perform telephone support/online support to various functions of the organization
• Ensure full compliance of McAfee antivirus DAT updates on all Desktops and Servers
• Plan and implement Software update services for patch management on Servers and desktops
• Carry out quarterly preventive maintenance based on a well known schedule
• Diagnoses and resolves end-user network or local printer problems, PC hardware problems, e-mail, Internet, and local-area network access problems.
• Creating and modify user profiles in Active Directory.
• Carry out daily, weekly, monthly, quarterly and end of year backups for all Departmental, Home and other folders and may be available from time to time.
• Play an active role in the successful Implementation of ICT Projects, Active Directory design and implementation, SharePoint Deployment, customer images management, backups and security configuration.
• Manage Windows 2003 Web, Antivirus and Domain authentication servers.
• Develop an upgrade plan to Windows 2008 and Exchange 2007 upgrades.
• Carry out any other ICT duties/tasks as may be assigned from time to time by the supervisor or his appointee