System Support Officer

Role:
Provides front-line systems and application support to end users, addressing service requests related to system issues and software installations, ensuring stable, secure, and efficient use of IT systems across the organization.

Accountabilities:
1. Request Handling and Validation: Receives system support requests through calls, emails, or Service desk application, reviews request details for completeness and accuracy, categorizes requests based on urgency and business impact ensuring efficient handling and timely support response.

2. End-User Troubleshooting: Supports end users by diagnosing hardware, software, printer, network, and application-related issues through system checks, error message reviews, remote access sessions, restores affected services ensuring continuity of user’s daily operations.

3. Installation and Configuration: Installs and configures approved software applications and system updates on laptops by verifying software compatibility, applying standard system settings and access permissions, testing application functionality after installation ensuring compliant and operational system usage.

4. Support and Guidance: Provides first-level user support and system guidance by assisting users with password resets, email configuration, application access, and following up with users after issue resolution ensuring effective system usage and reduced repeat incidents.

5. Documentation: Maintains accurate support records by documenting reported issues, troubleshooting actions, applied resolutions, escalation details, and maintaining proper documentation for audit and support tracking purposes ensuring service transparency and issue traceability.

6. Security and Compliance: Supports IT security and compliance requirements by applying approved user access permissions based on Role-Based Access Control (RBAC), validating authorized software installations, identifying unsupported or non-compliant system usage, and reporting security or policy violations to the supervisor ensuring protection of company systems and data.

7. Operational Readiness: Supports operational readiness activities by preparing laptops, desktops, printers, and user accounts for new employees, checking device availability and functionality before deployment, and prioritizing critical business issues ensuring stable and reliable IT support services.

8. Reporting: Prepares and shares periodic support updates with the direct supervisor by reporting open and closed tickets, recurring technical issues, unresolved incidents, and operational risks, escalating critical or unresolved system problems ensuring visibility and proper follow-up of IT support operations.