IT Applications and Support

1.  System Administration and Infrastructure management –ERP SAP administration, Windows based applications, Service Desk (Fresh Service) management, and procedure documentation.

2.  IT Service Management

• Issue resolution and communication, manage inbound and outbound communication with end-users, communicate faults or incidents to end users and or stakeholders and provide periodic feedback and fostering enhanced collaboration within the IT team.
• Keep end-users informed about new technologies and best practices that can enhance their efficiency – Provide input to relevant IT teams regarding possible enhancements to existing systems/products based on user queries and feedback.

3.  Customer satisfaction

• Administer internal customer satisfaction surveys to gather feedback on IT services.
• Analyze survey results and implement improvements to enhance overall user satisfaction.

4.  Training and User Support

• Assist in developing and administering training programs for end-users, providing relevant self-help tips.
• Keep end-users informed about new technologies and best practices that can enhance their efficiency.

5.  Service quality management – management of services that we offer to local internal clients (DCP staff), relations with HQ – IT resources, and relations with third parties or vendors.

6.  Human Resources management – ensure professional peer to peer engagement within the team, and an ability to manage colleagues upwards and downwards.

7. Training – in-house training with the team, training of general staff and refresher trainings of systems. Training users on how to resolve easy tasks, formulate self-help brochures to circulate with staff.

8.  IT Compliance

• User account management, access management, monitoring, and ensuring compliance with security policies.
• Conduct regular audits of user accounts to maintain data integrity and security.
• Facilitate resolution of audit queries, enforce IT policies, monitor adherence, ensure backup of key systems, licensing, business continuity etc.

9.     Reporting – Prepare and submit periodic management reports to the Plant IT Coordinator, summarizing key IT performance metrics, issues, and resolutions.

10.  Ad Hoc Duties – Perform any other duties as assigned by the Plant IT Head, contributing to the overall effectiveness of the IT function.