ICT Officer – Physical Hardware Support

ICT Officer – Physical Hardware Support 

Reports to: ICT Manager 

Job Purpose

To provide end-user support, maintain hardware infrastructure, manage ICT resources, and

ensure compliance with ICT standards and cost control measures to optimize overall system performance

Duties and responsibilities

Support for ICT Strategy Implementation

• Actively participate in the implementation of the ICT strategy by completing assigned tasks on time as per the annual work plan.
• Regularly report progress on the ICT strategy to management, ensuring that most of activities are completed within set timelines each quarter.
• Collaborate with relevant teams to ensure all hardware and infrastructure requirements are met in alignment with the company’s ICT strategy.

Service Desk Call Management

• Log and assign service desk calls (incidents, service requests, RFIs) within 30 minutes of receipt during working hours.
• Maintain ownership of all service desk calls, ensuring follow-up on resolution and providing updates to users.
• Ensure that all service desk calls are properly documented, including detailed notes and actions taken for future reference and analysis.

ICT Resource Efficiency and Cost Control

• Identify opportunities to reduce ICT operational costs through better resource utilization, hardware consolidation, and other efficiency improvements.
• Monitor and report monthly on cost reduction initiatives, ensuring reduction in ICT operational costs is achieved annually.
• Propose new strategies for managing ICT resources more efficiently, including hardware procurement, asset management, and system upgrades.

System Standards Evaluation

• Conduct semi-annual evaluations of core ICT systems to ensure they are compliant with the company's ICT standards.
• Identify any gaps or areas for improvement in system performance and prepare detailed reports with recommendations.
• Work with system owners and relevant teams to ensure that identified issues are addressed and resolved to meet ICT standards.

End-User Support Effectiveness 

• Provide high-quality, timely support for user-reported issues related to hardware equipment.
• Aim for a first-time resolution rate of 95% for all user-reported equipment issues, ensuring minimal disruption to work operations. 
• Gather user feedback after each support session and ensure a higher satisfaction rate, addressing any concerns or complaints raised. 

DU Support Responsiveness 

• Respond promptly to DU hardware and software support requests, ensuring that servicing or replacement tasks are completed within 48 hours. 
• Prioritize DU issues to ensure swift resolution while maintaining high-quality service standards. 
• Coordinate with external vendors or suppliers when necessary to ensure the timely delivery of required hardware or parts. 

Hardware Infrastructure Maintenance 

• Plan, coordinate, and complete all scheduled maintenance tasks for network cabling, telephony systems, and server hardware as per the quarterly plan. 
• Ensure that all installations and maintenance tasks are executed efficiently with minimal 
• downtime or disruption to business operations.

ICT Inventory Accuracy 

• Maintain up-to-date and accurate inventory records for all ICT hardware and software assets, ensuring regular audits are conducted. 
• Reconcile inventory records with physical assets to ensure there are no discrepancies, updating records as needed. 
• Submit monthly inventory updates and reconcile the stock with the actual assets, identifying any missing or outdated items. 

ICTO Training and Mentorship 

• Provide mentorship and training for ICT Officers (ICTOs), ensuring the transfer of knowledge and best practices within the team. 
• Organize and conduct at least one training or mentoring session per quarter, addressing common challenges and improving team capabilities. 
• Gather feedback from training participants and ensure at least 90% satisfaction with the content and delivery of the sessions.

EHS and Housekeeping Compliance 

• Ensure that ICT facilities and workspaces comply with all Environmental, Health, and Safety (EHS) standards. 
• Participate in quarterly EHS inspections, addressing any housekeeping or safety concerns and ensuring the workspace meets compliance requirements. 

Ensure that ICT equipment is properly stored and maintained to prevent accidents or damage to assets, following best practices for housekeeping. 

Compliance with SHE, ESG, ERM, and Kaizen Initiatives 

• Ensure compliance with Safety, Health, and Environmental (SHE) standards, Environmental, Social, and Governance (ESG) guidelines, and Enterprise Risk Management (ERM) principles in all ICT operations. 
• Support the Kaizen initiative for continuous improvement by suggesting and implementing enhancements in ICT processes and procedures. 
• Contribute to sustainability and social governance practices in ICT operations, ensuring that all activities align with corporate policies. 

Minimum Requirements

• Bachelor’s degree in Information Technology, Computer Science, or related field 
• Minimum 2–3 years of experience in ICT hardware support or network infrastructure management 
• IT certifications such as CompTIA A+, Network+, or related qualifications are a plus 
• Knowledge of ICT resource management and cost control strategies