Office IT Support Analyst at Telecel Ghana

To provide total ICT support for staff and outsourced staff of Telecel Ghana. To be main contact and support for all ICT queries across the organization.



Responsible for solving issues and supporting innovative ideas as required.



Key Accountabilities And Decision Ownership







To ensure the prompt provision of cost-effective Office IT solutions & services to Telecel Ghana staff

To ensure all Office IT incidents are cleared within agreed service levels

To manage 3rd party Contractors

To work on improved service delivery practices by aligning with counterparts in other Telecel OpCos

Provide updates and reports to Office Support Manager and IT senior management and key stakeholders

Provide first-line support for office staff, including troubleshooting hardware, software, and network issues.

Diagnose and resolve technical problems related to desktops, laptops, printers, scanners, and mobile devices

Install, configure, and maintain office software applications and operating systems (e.g., Windows, MacOS, Microsoft Office suite, etc.)

Ensure that software updates and patches are applied regularly to avoid security vulnerabilities

Manage user access rights, including creating, modifying, and removing user accounts, and assigning appropriate permissions based on roles

Handle password resets and access requests to ensure users have the proper access to their systems and data

Maintain an inventory of IT assets, including hardware and software licenses

Ensure that IT systems and devices meet organizational security standards.

Implementing and monitoring security measures (e.g., antivirus software, firewalls, data encryption)

Generate reports on IT system performance, incidents, and trends to help with proactive planning and improvements

Troubleshoot and maintain office network connectivity, including Wi-Fi, VPN, and LAN Ensure that software updates and patches are applied regularly to avoid security vulnerabilities



Core Competencies, Knowledge And Experience







Performing through our people by working without supervision, Good Team Player, Ability and willingness to learn, Innovation and initiative.

Communicating for impact with Very good interpersonal and communication skills, organized and very good in planning, managing and documentation of processes, procedures and projects

Managing a changing environment and be able to take the initiative and operate with minimal management attention.

General understanding of IT infrastructure, including servers, cloud services, and databases.

Familiarity with on-premises vs. cloud-based solutions (e.g., Office 365, Azure, Google Cloud)

Knowledge of service-level agreements (SLAs), incident management, and change management processes



Must Have Technical / Professional Qualifications







Qualification in Computer Science/Engineering, Telecommunications or equivalent

Minimum ITIL Foundation Certification

Microsoft Certification (MCSA, MCSE or MCP) is an advantage

Basic CRM application skills

CompTIA A+, Network+, Microsoft Certified IT Professional (MCITP), Certified Information Systems Security Professional (CISSP)

Microsoft Certified: Windows Client