Information Communication & Technology Officer

About the role

The Information Communication & Technology Officer provides first‑line technical support to staff across field offices and the head office. You will ensure that ICT services remain operational, secure, and aligned with service‑level agreements, contributing to the organization’s mission of helping vulnerable children.

Key responsibilities

• Serve as the primary point of contact for Level 1 and Level 2 ICT support requests via phone, email and remote tools.
• Log incidents in the ServiceNow system and follow up to guarantee customer satisfaction.
• Travel regularly to field offices to deliver on‑site support, set up new workstations and handle equipment relocations.
• Configure user accounts, email accounts and access to business applications in collaboration with the Systems Administrator.
• Organise and conduct ICT clinics and knowledge‑transfer sessions at both head office and field locations.
• Assist in the deployment, upgrade and imaging of hardware, software and peripheral equipment.
• Provide technical support for video‑conferencing and mobile devices.
• Maintain security controls to protect systems and data from unauthorized access.

Required profile

• Proven experience delivering Level 1/2 technical support in a multi‑site environment.
• Willingness and ability to travel frequently to field offices.
• Professional communication skills and a courteous approach to client interactions.
• Ability to work collaboratively with IT teams and external vendors.

Required skills

• ServiceNow incident management.
• Hardware installation and troubleshooting.
• Software installation, configuration and upgrades.
• Desktop PC and peripheral equipment setup.
• Video‑conferencing support.
• User account provisioning and email configuration.