Systems & IT Support Officer at Gina@Work

About the position

• The Systems & IT Support Officer provides hands-on technical support for the company's IT infrastructure and business systems.
• Reporting directly to the Senior Systems & IT Manager, this role is responsible for first-line troubleshooting, user support, system monitoring,and assisting with data accuracy across ERP, WMS, and other platforms.

Desired Skills:

• Microsoft Office 365 - Outlook
• Excel
• Teams.
• Basic networking & hardware troubleshooting.
• First-line system support for ERP
• WMS
• and Freshdesk.
• Basic data checks and reporting (Excel / Power BI).
• Awareness of IT security and safe data practices.

Desired Work Experience:

• 1 to 2 years

Desired Qualification Level:

• Diploma

About The Employer:

The Systems & IT Support Officer provides hands-on technical support for the company's IT infrastructure and business [URL Removed] directly to the Senior Systems & IT Manager, this role is responsible for first-line troubleshooting, user support, system monitoring,
and assisting with data accuracy across ERP, WMS, and other platforms.

IT & Systems Support:



- Provide first-line technical support to staff on hardware, software, and system issues.
- Troubleshoot problems in ERP (ISYNC / SYNC B2B), Freshdesk, Sage Evolution, Granite WMS, and Microsoft Office 365.
- Escalate complex issues to the Senior Systems & IT Manager or vendors when required.


System Maintenance & Monitoring:

- Monitor daily system performance and report downtime or errors.
- Assist in routine backups, security checks, and system updates.
- Ensure staff have the correct access rights and permissions


User Training & Documentation:

- Support new staff onboarding with IT setup (accounts, emails, access).
- Assist in training staff on using core systems and tools.
- Maintain updated user manuals, quick guides, and knowledge base articles.


Data & Reporting Support:

- Perform daily checks on data accuracy in ERP, WMS, and payroll systems.
- Generate basic reports for supervisors and managers.
- Support stock and order reconciliation tasks.


Project Assistance

- Provide administrative and technical support for IT or automation projects.
- Assist with testing and rollout of new tools (e.g., Power BI dashboards, Freshdesk automations).


Key Performance Indicators (KPIs):
Area & KPI
Ticket Resolution- Resolve 80% of first-line tickets within SLA
System Monitoring- Log and escalate 100% of incidents promptly
User Training- Complete IT setup for new staff within 24 hours.
Data Accuracy- Maintain >95% accuracy in system data checks.
Documentation- Keep 100% of IT guides and documentation up to date.
Support Feedback- Achieve >75% satisfaction in staff IT surveys.

Ideal Personality Traits
Supportive & Patient- Enjoys helping people solve IT challenges.
Curious Learner- Eager to grow technical skills and take on new systems.
Detail-Oriented- Careful with data accuracy and system settings.
Organised- Keeps clear records of support queries and resolutions.
Good Communicator- Explains IT solutions simply and clearly.
Team Player- Works well under the guidance of the IT Manager.