ICT Helpdesk Supervisor at Promasidor

PromasidorLagos, Nigeria Networking and Tech Support

Full Time

Promasidor was founded in 1979 by Robert Rose, who left the United Kingdom in 1957 for Zimbabwe to pursue his African dream. As Chairman of Allied Lyons Africa for over 20 years, he travelled extensively across Africa and gained a unique and thorough knowledge of the food industry throughout the continent. In particular he noticed a lack of availability of the one highly nutritious product that the developed world takes for granted - milk. He realised that with technology in the manufacture of milk powders advancing rapidly, there was an exciting opportunity to provide milk powder in small portions that could be packaged in flexible sachets. It was found that removing the animal fat from the milk and replacing it with vegetable fat allowed for a longer shelf life. This meant that for the first time, milk powder could be distributed across the vast African continent, providing access to affordable milk to everyone in Africa. A passionate belief in this vision fuelled the pioneering concept of selling filled milk powder in small sachets and Promasidor began selling the Cowbell brand in the Democratic Republic of Congo (then Zaire) in 1979. Today Cowbell is sold in the majority of countries across the African continent.

Job Purpose and Objectives

Ensure the timely resolution of ICT Resources users’ problems/issues/questions in a professional manner to minimize any downtime of business activities and/or optimize their use of ICT resources.
Support Promasidor Nigeria’s LAN/WAN and Telephony infrastructure applications (operating systems, e-mail systems etc.) to ensure that they provide adequate support to the users, applications and infrastructure they support.
Ensure that all “ICT hardware assets” within Promasidor Nigeria Limited are available, functional, installed and used in a secure, safe and efficient way, this includes: Computer hardware (CPU, Printers, peripherals, accessories, etc.). UPS, etc.
Manage Promasidor Nigeria’s software assets and ensure up to date customisation of all desktops and laptops, clients operating systems and applications.

Key responsibilities.

Depending on operational assignments which may vary with time, the job responsibilities will be a subset of the following:

SOFTWARE

Supervise and or carry out deployments/rollouts of computer Operating Systems [OS] and software applications ensuring that Promasidor Nigeria Clients’ Systems are all installed with up-to-date and approved OS and Applications used within the company.
Document and maintain up-to-date all OS and Applications installation procedures.
Identify, store in a database and maintain up-to-date a list of all software available and being used in the company. Identify set of software supported for user departments and also identify new and obsolete versions.
Sorts, in a manner that allows quick retrieval by anyone in the department, all software assets available:
On the file server for the versions still in use. Co-ordinate this with the Servers Administrator.
On a physical support (CD, DVD…) for the versions that are obsolete.
Maintain on a physical support (CD, Hard disk…) a “standard installation kit” or “disk images” for a “basic” new user with set of the latest versions of all supported software) so that a new computer can be rapidly installed when needed.
Stay up-to-date about the new versions of software released or to be released in the future for the set of supported software. Regularly discuss with the Helpdesk Supervisor possibilities or needs to upgrade the users’ computers with newer versions. When forecasting an upgrade to a newer version, document the migration plan with the actions to be taken to upgrade from the existing versions to the new ones.

HARDWARE & ASSET

Maintain ICT hardware inventory i.e. database storing information about every ICT hardware asset being assigned to an end-user.
Ensure the timely repair of defective systems with the resources provided and manage the “defective systems stock” by: Rebuilding new units with the combination of 2 or more defective units; dismantling defective units to use each part as a spare for repairing other (similar) equipment; trashing the systems that become really useless
Carry out installation, relocation, configuration and setup of ICT Resources for and/or with their users (systems, printers, etc.).
Carry out periodic preventive maintenance on ICT Resources in PNG locations (mainly in Lagos but also up-country).

COMMUNICATION (NETWORKING, TELEPHONY…)

Ensures that all Network equipments and Infrastructure are available, functional, neat and secure at all times.
Documents the Promasidor Nigeria LAN/WAN (Including the Home Internet network where applicable) and maintain the documentation up-to-date.
Administer, Monitor, support, test and troubleshoot hardware and software problems pertaining to LAN/WAN at all upcountry locations.
Generate, analyze, and distribute network performance statistics, network hazardous condition reports (including proposed solutions for performance improvement).
Support/lead all Network installation (new or extension of the existing network) as required by the company. Supervise and liaise with external contractors handling ICT installation or maintenance work at all PNG locations
Liaise with Service Providers (Internet, Telephone. Etc.) to ensure optimal Services.

TRAINING

In collaboration with the Training Coordinator, assist in training end-users on the use of ICT software and/or hardware resources.

MANAGEMENT SUPPORT

Provide a back-up role to the Helpdesk Coordinator in attending to users distress calls and logging them in accordingly, as well as allocating same when necessary.
Carries out any assigned food safety jobs by the head of department
Carries out any other responsibilities assigned by Supervisor

Job Requirements

Education