IT Job At Frank Management Consult Ltd

ICT SUPPORT & INFRASTRUCTURE OFFICER

JOB PURPOSE

The ICT Support & Infrastructure Officer will provide dependable technical assistance to employees while supporting the maintenance of hardware, network infrastructure and other ICT resources. The role will also contribute to effective asset management, cost optimization, compliance with technology standards and the continuous improvement of ICT services across the organization.

KEY RESPONSIBILITIES

ICT Strategy and Implementation

• Support the execution of the organization’s ICT strategy by delivering assigned activities in accordance with the approved annual work plan.

• Track assigned ICT initiatives and provide regular progress updates to management.

• Work with relevant departments to identify and provide the hardware and infrastructure required to support the organization’s technology objectives.

• Ensure assigned ICT activities are completed within agreed quarterly timelines.

Service Desk Management

• Register and allocate incidents, service requests and requests for information within 30 minutes of receipt during official working hours.

• Take ownership of assigned service desk cases and follow them through to resolution.

• Keep users informed about the status of their reported issues and provide appropriate updates.

• Maintain complete service desk records, including troubleshooting steps, actions taken, resolutions and relevant observations.

• Use service desk information to support future analysis and improvements in ICT support.

ICT Resources and Cost Optimization

• Identify opportunities to lower ICT operating costs through improved utilization of available resources.

• Explore opportunities for hardware standardization, consolidation and more efficient asset utilization.

• Monitor cost-saving initiatives and provide monthly reports on progress against agreed targets.

• Recommend practical approaches to improve hardware procurement, asset utilization, lifecycle management and system upgrade planning.

ICT Standards and Systems Review

• Conduct reviews of key ICT systems twice a year to assess compliance with established technology standards.

• Identify weaknesses, performance issues or areas requiring improvement.

• Prepare findings and recommendations for management and relevant system owners.

• Work with responsible teams to ensure identified gaps are corrected and systems remain aligned with required ICT standards.

End-User Hardware Support

• Deliver responsive technical assistance for hardware-related issues reported by employees.

• Target a first-contact resolution rate of at least 95% for equipment-related support cases.

• Minimize interruptions to business activities by resolving hardware problems efficiently.

• Collect user feedback following support interventions and address recurring concerns or service-quality issues.

DU Support Services

• Respond to hardware and software support requests relating to DU operations.

• Ensure servicing, repair or replacement requirements are completed within 48 hours where applicable.

• Give priority to urgent DU-related technology issues while maintaining service quality.

• Liaise with suppliers, vendors and service providers where specialist support, replacement equipment or spare parts are required.

ICT Infrastructure Maintenance

• Plan and coordinate scheduled maintenance of network cabling, telephony infrastructure and server hardware.

• Complete planned maintenance activities in line with the quarterly maintenance schedule.

• Ensure installation and maintenance work is carried out safely, efficiently and with minimal disruption to normal business operations.

• Identify infrastructure issues that could affect system availability and escalate them appropriately.

ICT Asset and Inventory Management

• Maintain accurate records of all ICT hardware, software and related technology assets.

• Conduct regular physical asset checks and reconcile findings against inventory records.

• Investigate discrepancies, missing assets and outdated records and ensure corrective updates are made.

• Submit monthly inventory reports reflecting the actual status of ICT assets.

• Support proper tracking of equipment throughout its lifecycle.

Training and Mentorship

• Support the professional development of ICT Officers through coaching, knowledge sharing and practical guidance.

• Conduct at least one structured training or mentoring session each quarter.

• Focus training on recurring technical challenges, effective support practices and relevant ICT procedures.

• Obtain participant feedback and work toward maintaining a minimum 90% satisfaction level with training sessions.

EHS AND WORKPLACE COMPLIANCE

• Ensure ICT offices, equipment rooms and work areas meet applicable Environmental, Health and Safety requirements.

• Participate in quarterly EHS inspections and promptly address identified housekeeping, safety or equipment-storage concerns.

• Ensure ICT equipment is stored, handled and maintained appropriately to minimize the risk of damage, injury or operational disruption.

SHE, ESG, ERM AND CONTINUOUS IMPROVEMENT

• Integrate Safety, Health and Environmental requirements into day-to-day ICT activities.

• Support compliance with the organization's ESG commitments and Enterprise Risk Management requirements.

• Identify technology-related risks and support appropriate mitigation measures.

• Contribute to Kaizen and other continuous-improvement initiatives by identifying ways to make ICT processes more efficient.

• Promote responsible, sustainable and well-governed practices across ICT operations.

• Ensure ICT activities remain aligned with applicable corporate policies and standards.

MINIMUM QUALIFICATIONS AND EXPERIENCE

• Bachelor’s degree in Information Technology, Computer Science or another relevant ICT-related discipline.

• Two to three years of practical experience in ICT hardware support, technical support or network infrastructure management.

• Relevant certifications such as CompTIA A+, CompTIA Network+ or equivalent ICT qualifications will be an added advantage.

• Working knowledge of ICT asset and resource management.

• Understanding of cost-control principles within ICT operations.

• Strong troubleshooting, communication and problem-solving abilities.

Application

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