Priscilla Kinonga Luworo

IT AssociateFull Time

• Job Details: Ensuring all Support calls and service requests are logged, assigned, resolved and closed effectively in the Helpdesk system (Mantis and service desk plus). Deciding on incident severity by effectively coordinating, prioritizing, and managing technical support issues and needs, balancing the technology demands of all office locations. Troubleshooting technical issues to resolution and/or escalating to colleagues, suppliers or partner organizations as required. Formatting, installation, customization of software & managing updates as directed by the IT director User account administration, i.e., account creation and management on Active Directory close to 500 Users. Validation and evaluation of technical and or operational information. Monitor and Report on trends through analyzing incoming calls, issues and support requests and provide graphical representation of this. Participates in testing and evaluating new releases done by the software team before it is deployed/released to users (QA). Maintain ICT asset Inventory of close to 7000 assets while coordinating their state, availability and ownership. Managing Helpdesk while spearheading escalation of issues. Resolve and administer: Active Directory, Group Policy, Firewall, DNS, VPN, and general User end software. Getting involved in the process of procuring IT assets in liaising with the procurement department, ensuring the company receives quality assets on value for money. Creating and maintaining ICT services and procedures documentations. Maintains up to date the security reports through reviewing firewall logs and generated error reports. Providing training programs to users for using different software and hardware products. Deploying computers and associated peripherals including new installations and redeployment of existing equipment. Ensure system and data security is maintained at a high standard, ensuring the integrity of the Bridge network and data are not compromised.