University of Ilorin (Physics)

African Consumer Care Limited (IT support Lead)

Responsible for providing IT support via the telephone, remotely or on-site. • Coordinate and supervise IT staff members • Basic technical support at the network level: WAN and LAN connectivity, routers, firewalls, and security. • Joiners, Movers & Leavers – Fulfil laptop provisioning and retrieval where applicable. • User Permissioning – Update and manage user permissions requests on IT services. • Incident Management – Facilitate the restoral of IT services quickly and effectively following an incident. • Request Management – Deliver on service requests through the request fulfilment process. • Knowledge Management - Article Creation – Create and share knowledge through effective documentation. • Hardware Support – Troubleshoot hardware incidents and complete hardware requests. • IT Procurement – Engage with vendors to order approved hardware. • IT Asset Management – Plan and manage the relationships and attributes of all of assets in the IT estate. • Application Support – Provide first level support for SAP • Audio / Visual support – Participate in the setup and repair of audio-visual solutions. • 365 General Account Administration – Perform administrative account tasks in the Microsoft Office 365 admin portal. • Active Directory management – Demonstrate excelled performance capabilities and clear understanding of Active Directory Services. • Azure administration – Administrate accounts, devices, and policy assignments in the Microsoft Azure suite. • MS Teams support – Troubleshoot incidents regarding the Microsoft Teams solution. • Security incident management – Monitoring, detect, and respond to security events within the IT estate. • Jira management – Assign and monitor incidents and requests in the Jira Service Desk to meet predefined the SLA targets. • Responsible for continuous improvement of IT services.