ICT Support Officer
Ministry Of Labour And Social Protection - Kenya
Total years of experience :4 years, 0 Months
STATE DERPARTMENT OF LABOUR AND SOCIAL PROTECTION
04/2022 - 04/2024,
Maintained precise records of all IT assets, covering hardware, software, and peripherals, ensuring accountability and efficient management. Diagnosed and resolved diverse technical issues spanning hardware, software, networks, and ICT components, implementing effective solutions to address root causes promptly. Spearheaded procurement of IT equipment and software licenses, aligning purchases with organizational budgetary constraints and technological requirements. Developed and implemented robust policies and procedures for managing IT assets throughout their lifecycle, from acquisition to disposal, optimizing allocation, usage, and retirement processes. Provided exceptional technical assistance to end-users, offering clear guidance and patient communication to resolve queries and issues efficiently. Operated and managed a responsive help desk or support center, ensuring users could report issues and receive timely assistance, fostering user satisfaction and productivity. Executed routine maintenance tasks and implemented security measures like updates, patches, and backups, bolstering system reliability and safeguarding against vulnerabilities. Conducted regular audits to validate inventory accuracy, identifying discrepancies and ensuring compliance with organizational policies and regulatory standards. Orchestrated proper disposal or recycling of obsolete IT assets in compliance with environmental regulations and data security protocols, mitigating risks associated with data breaches and equipment loss. Assessed risks related to IT inventory management, devising and implementing strategies to mitigate threats like data breaches and equipment theft, enhancing overall security posture.
WORK EXPERIENCE
Maintained meticulous records of IT assets, encompassing purchase receipts, warranty details, and maintenance logs, ensuring accountability and regulatory compliance. Fostered effective communication and collaboration with IT vendors and service providers, ensuring timely delivery of products and services while addressing inventory management concerns promptly. Spearheaded the procurement of new IT equipment and software licenses, aligning purchases with organizational budget and technological needs, optimizing resource allocation. Provided valuable support to users adapting to new technology assets, facilitating seamless workflow expansion and operational efficiency. Offered on-phone and online support for clients and staff, ensuring uninterrupted communication network operation and effective utilizat ion of IT resources. Developed and implemented comprehensive policies and procedures for managing IT assets throughout their lifecycle, optimizing asset allocation, usage, and retirement processes. Conducted regular audits to ensure accuracy of inventory records, identifying discrepancies and mitigating compliance risks to meet organizational policies and regulatory standards. Delivered timely troubleshooting solutions to departments and console operators encountering software, printer, hardware, and network connectivity issues, minimizing downtime and optimizing productivity. Implemented improved assessment and analytical techniques to drive enhanced performance figures for the IT team and department, meeting management expectations and relevant standards. Collaborated with company representatives and vendors to identify computer products enhancing departmental and company operations, driving innovation and workflow improvement.
Assisted users in implementing new software and network infrastructure, facilitating the transition to modern technology assets and planned operations, ensuring seamless integration and user adoption. Worked collaboratively with IT team members and supervisors to enhance troubleshooting skills and situational analysis, fostering a proactive and efficient problem-solving environment. Provided assistance to users with antivirus program installations and virus removals, ensuring robust cybersecurity measures and system integrity. Utilized strong problem-solving skills to troubleshoot various issues, ensuring prompt resolution and minimal disruption to operations. Leveraged remote access tools to perform troubleshooting tasks efficiently, resolving issues remotely when necessary, minimizing downtime and maximizing productivity. Provided technical assistance to users via inbound telephone tech support calls, offering prompt and effective solutions to resolve issues and ensure user satisfaction. Conducted computer technology training sessions for all new staff, equipping them with the necessary skills to effectively utilize IT resources and optimize productivity. Managed help ticket assignments from IT supervisor, meticulously recording ticket results to track resolution progress and maintain comprehensive documentation.
Provided strong leadership and guidance to a diverse team of technicians, mechanics, and support staff, setting clear expectations, assigning tasks, and ensuring efficient and effective performance. Managed all technical aspects of garage operations, including vehicle diagnostics, repairs, maintenance, and inspections, ensuring adherence to industry standards and manufacturer specifications. Managed workflow and scheduling to optimize productivity and meet deadlines, prioritizing tasks based on urgency and customer needs, and effectively allocating resources for smooth operations. Provided training and development opportunities for team members to enhance their technical skills and knowledge, staying updated on industry trends and advancements to keep the team competitive and proficient in handling new technologies. Interfaced with customers to understand their needs and concerns, provided estimates for repairs or services, and addressed any questions or issues, ensuring high-quality service and a positive customer experience at the garage. Enforced safety protocols and regulatory compliance to maintain a safe working environment for employees and customers, staying informed about relevant regulations and standards and implementing necessary changes for compliance. Conducted performance evaluations for team members, provided feedback on their performance, and identified areas for improvement or additional training, recognizing and rewarding outstanding performance to motivate and retain top talent.