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Job Profile

Job Title Graduate Trainee Department ICT

Report To ICT Manager Grade

Direct Reports

JOB PURPOSE (Job Summary)

The Trainee will be responsible for ensuring the smooth functioning of the company's ICT systems and providing technical support to office staff. The role will also include administering systems, networks, and applications to support business processes and ensuring adherence to IT policies.

KEY DUTIES & RESPONSIBILITY

ICT Support:

• Provide first-line support for ICT issues, resolving technical issues for end-users in a timely manner.
• Manage and monitor helpdesk tickets, ensuring resolution within SLA.

System Administration:

• Assist in managing company systems, ensuring regular updates, backups, and maintenance.
• Provide support for hardware, software, and network-related issues.

User Training:

• Train end-users on best practices for using ICT tools and applications and maintaining security.

ICT Asset Management:

• Track and manage IT hardware and software inventories, ensuring efficient use of resources.

KEY PERFORMANCE MEASURES WORKING RELATIONS

Issue Resolution

• Ticket resolution time (Target: 95% resolved within SLA).
• User satisfaction with ICT support (Target: 80%+ satisfaction).

System and Network Availability

• Network uptime (Target: 99.5%+ for local office).
• Reduced hardware and software issues (Target: , developed a work schedule,

Minimum 2 years of experience in ICT, preferably within the insurance or financial services sector.

Line Manager.

Name: …………… …………………… Signature/Date …… ………………………. Job Title: ……………………………… …………

Job Holder.

Name: ……………………… ……………………… Signature. …………… ………………………. Date ……………………………………….

• Provide first-line support for ICT issues, resolving technical issues for end-users in a timely manner.
• Manage and monitor helpdesk tickets, ensuring resolution within SLA.
• Assist in managing company systems, ensuring regular updates, backups, and maintenance.
• Provide support for hardware, software, and network-related issues.
• Train end-users on best practices for using ICT tools and applications and maintaining security.
• Track and manage IT hardware and software inventories, ensuring efficient use of resources.

• Minimum 2 years of experience in ICT, preferably within the insurance or financial services sector.