Job Title : End User Support Specialist
Vacancy Code : EUSSX01
Reporting line : IT MANAGER
Duration : Full time
Job Summary;
The End User Support Specialist ensures that users at their operating site of responsibility receive the appropriate level of support. The main objectives of this position are:
- Fulfilling and remediating user requests and incidents on time and with excellent quality.
- Ensure the appropriate level of communication with the users.
- Respect the Service Level commitments defined with the users.
Key Duties and Responsibilities
- Collaborate in the analysis and budgeting of the IT services of their Operating site, including equipment, licenses, outsourcing, and consumables.
- Provide 1st level of support (including 2nd level for local infrastructure and applications)
- Administrate local infrastructure not managed by I&O teams
- Administrate local applications not managed by the Applications team
- Administrate Local collaboration & knowledge.
- Classifies and prioritizes requests and incidents.
- Ensure the coordination of 1st, 2nd and 3rd level support.
- Work proactively on root cause analysis, problem solving, and standard operating procedures creation.
- Answer inquiries and provide basic training to users in the proper use of hardware and software.
- Monitor the local applications environment.
- Handle the communication to end users and other IT Teams.
- Ensure the Service Level commitments are respected.
- Follow and implement the security, internal control, and standardization principles defined by the IT policy.
- Define and implement service enhancements that will improve the reliability, usability, security, supportability, and performance of the desktop environment.
- Participate and facilitate the cross-functional work between the I&O (infrastructure and operations)
Operating areas. - Work on the efficient transfer of delivered services into the run organization (service introduction)
- Collaborate in the creation, maintenance, and execution of an IT continuity plan for the OpCo that would minimize the business loss in case of an IT disaster.
- Managing related suppliers, their costs and performance through local service agreements.
Required Qualifications skills and attributes.
Technical Competencies
- Graduate degree in Computer Science, Engineering or related discipline with an IT focus.
- Certifications: ITIL; CoBIT, CMMI. Cisco and Microsoft Certifications (CCNA, CCNP, MCSE, SQL), DB administration, Linux/UNIX OS and virtualization is an added advantage.
- Ability to conduct research into application development issues and products.
- Deep understanding of running IT services in regards to technology and processes.
- Strong analytical, design and development skills including troubleshooting and integration of IT services.
- Strong competency in developing efficient and effective solutions to diverse and complex business problems.
- Ability to develop and implement IT policies and governance.
- At least 3 years of experience as an end-user support specialist.
Profile & Personal Qualities
- Self-driven, results oriented.
- Able to plan and prioritise.
- Comfortable dealing with people and a good listener
- Reliable, tolerant & determined.
- Able to work extended hours when required.
- Able to manage conflict and build effective teams.
- Detailed oriented and able to solve problems and drive for results.
How to apply;
Hima Cement will offer a competitive remuneration package to the successful candidate. Candidates that know that they meet the above criteria and have what it takes to excel in the above position, should complete this Online Job application form and upload their CVs, which should include details of email address (if any), present position, current remuneration, certificate/testimonials and address of three (3)
Referees plus telephone contact to the stipulated email address not later than 27th April 2026.
