Main Purpose of Job:

The Senior Technical Support Officer will lead the Technical Support team, providing guidance, mentorship and fostering a collaborative work environment to ensure the delivery of high-quality support to the Group’s internal customers and stakeholders. This role will liaise with management, present updates, insights, and make recommendations to drive data-driven driven decision-making and contribute to the overall efficiency and effectiveness of the ICT department.

Key Accountabilities:

• Leads and coaches officers/specialists on technology and customer service skills.
• Assists with developing and implementing ICT policies, initiatives, and procedures.
• Initiates, leads, and implements continuous improvement activities to achieve.
• Monitors Help Desk system to ensure resolution of all incidents and/or appropriate escalation to technology resources in a timely manner.
• Ensures quality of technical resolutions and client service during resolutions.
• Interacts with management and staff to provide technical assistance for continuous improvement of ICT solutions.
• Proactively interacts with the Helpdesk to identify unreported or repetitive problems.
• Establishes and maintains a positive, productive relationship with operational partners and leaders.
• Ensures compliance to the organization’s standard operating procedures.
• Participates in regularly scheduled team/project meetings.

Key Interfaces

• Executives/Department Managers
• Administrative staff

Competencies/Attributes

• Flexibility
• Communication
• Time management
• Problem-solving
• Teamwork
• Responsibility
• Adaptability
• Motivation
• Focus
• Integrity
• Avid learner
• Results-driven
• Collaborative learner

Required Qualifications/Experience/Competencies/Attributes:

• Bachelor’s degree in Information Technology, Computer Science, or a related field preferred.
• Relevant certifications (e.g., CompTIA A+, ITIL, Microsoft Certified Professional) would be considered as an asset.
• 5+ years of experience in a technical support or helpdesk role.
• Ability to manage multiple support requests and prioritize tasks effectively.
• Strong attention to detail and organizational skills to maintain accurate records and documentation.

• Familiar with user support best practices and procedures.
• Superb customer service skills including the ability to understand both internal and external client needs and expectations and provide excellent service to meet or exceed client expectations.
• Strong communication skills, including the use of active listening and the ability to convey information clearly in both written and verbal communication.

OR

• Any equivalent combination of qualifications and experience.