Reporting Structure

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Job Requirements

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Main Duties

Job Summary

• The IT Officer is responsible for overseeing and managing all IT support operations, including hardware and software systems. This role ensures the availability, security, and performance of IT infrastructure while providing support to the Group users to meet organizational goals. The IT Officer will ensure optimal performance of hardware, software, and networking systems while aligning IT support activities with business objectives.

Key Responsibilities:

Leadership:

• Work with ICT Heads to ensure high-quality service delivery and performance.
• Provide training, coaching, and development opportunities to the team to stay updated with emerging technologies.
• Monitor site data systems, allocate resources and ensure adherence to Group ICT policy.
• Monitor team performance, allocate resources, and ensure adherence to service level agreements (SLAs).

Operational Management:

• Oversee the installation, configuration, maintenance, and repair of hardware, including servers, computers, printers, and networking equipment.
• Manage software systems, including troubleshooting, updates, and ensuring uptime for critical business applications.
• Ensure proper inventory and lifecycle management of hardware and software assets.
• Coordinate with software development, IT infrastructure, and other teams to resolve complex issues.
• Accurate, update daily reports to Head of ICT on ICT operations.

User Support:

• Supervise the resolution of hardware and software support tickets to ensure timely responses and effective solutions.
• Act as the escalation point for complex technical issues and ensure proper resolutions are implemented.
• Develop user guides and provide technical training to employees as needed.
• Process Improvement:
• Identify opportunities to enhance IT support processes, tools, and workflows for increased efficiency and user satisfaction.
• Implement standard operating procedures (SOPs) and best practices for hardware and software support.
• Lead initiatives to automate repetitive tasks and improve system reliability.
• Compliance and Security:
• Ensure all IT operations comply with data security, regulatory, and organizational policies.
• Manage firewalls, antivirus systems, and other security measures to prevent vulnerabilities.
• Conduct regular backups, disaster recovery tests, and system audits to ensure business continuity.
• Documentation and Reporting:
• Send Daily End of Day report on IT operations.
• Maintain accurate records of IT assets, support tickets, maintenance activities, and user feedback.
• Prepare and submit regular reports on IT performance metrics, SLAs, and improvement initiatives.
• Vendor and Stakeholder Management:
• Ensure timely and accurate communication to internal stakeholders on IT operations.
• Liaise with vendors for hardware and software procurement, warranty claims, and technical support.
• Ensure that contracts and purchases align with organizational needs and budgets.

Key Performance Indicators (KPIs)

Financial Perspective

Budget Adherence:

• KPI: 100% adherence to the IT budget.

Cost Efficiency:

• KPI: Reduce average cost per hardware/software issue by 10% annually.

Customer Perspective

Incident Response Time:

• KPI: Resolve 90% of issues within 24 hours.
• KPI: Resolve 100% of issues within a 30 Days.

User Satisfaction:

• KPI: Achieve a satisfaction score of 90% or higher.

System Uptime:

• KPI: Maintain 99.9% uptime for critical systems.

Internal Processes

Preventive Maintenance:

• KPI: Complete 100% of scheduled maintenance tasks on time.

Incident Escalation:

• KPI: Ensure 100% compliance with escalation protocols.

Downtime Reduction:

• KPI: Reduce hardware and software downtime by 10% annually.

Learning and Growth

Team Training:

• KPI: Complete at least two training or certifications annually.

Innovation:

• KPI: Implement three process improvements or new tools annually.

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Other Requirements

Qualifications

Education

• Diploma/Bachelor’s degree in Information Technology, Computer Science, or a related field.

Experience

• Minimum of 2 years in IT support role.
• Minimum of 1 Year in Hardware Support. Minimum of 1 Year in Software Support.
• Proven experience in managing hardware and software support operations.

Technical Skills

• Strong knowledge of hardware troubleshooting, networking, and system configuration.
• Strong knowledge of Operating systems support. Windows OS Support an added advantage.
• Familiarity with helpdesk tools, ticketing systems, and remote desktop software.
• Proficiency in managing firewalls, antivirus systems, and cloud/on premise IT infrastructure.

Soft Skills

• Excellent leadership, communication, and organizational skills.
• Ability to manage multiple tasks, prioritize workloads, and solve complex issues.
• Ability to work with minimum supervision.

Work Conditions

• Availability to address critical issues after hours or on weekends.
• Physical ability to handle hardware installations and repairs as needed.

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Location : Tanzania: Dar es salaam Dar Es Salaam
Industry :Transportation
Company : Exact Manpower Consulting Ltd