Application & System Support Assistant 163 views

Post Title: Application & System Support Assistant

Division: Information & Communications Technology (ICT)

Job Description

Application & System Support Assistant serves as the first point of contact for staff and, where required, customers experiencing IT-related issues. The role is responsible for providing timely Level 1 technical support, resolving incidents, and ensuring users receive effective assistance with computer systems, Microsoft applications, and PUC’s business and utility billing systems. The incumbent is also responsible for accurately logging and tracking support requests, escalating complex issues when necessary, and contributing to the continuous improvement of IT support services.

Duties & Responsibilities

• Serve as the first point of contact for IT-related queries from staff and customer-facing departments via telephone, email, or in person.
• Receive, log, prioritise, and monitor incidents and service requests using the IT help desk ticketing system.
• Provide Level 1 technical support for desktops, laptops, printers, Microsoft Windows, Microsoft 365 applications, and basic network connectivity issues.
• Assist users of PUC’s utility billing and customer information systems by resolving basic system access, account, and billing-related issues.
• Identify whether issues are caused by user error or system faults and escalate unresolved or complex issues to the appropriate support team.
• Create, modify, and manage user accounts, passwords, and access permissions in accordance with PUC’s IT security procedures.
• Install and configure computer hardware, software, and peripheral devices for new and existing users.
• Assist with workstation setup, office relocations, and equipment deployment.
• Maintain accurate records of incidents, resolutions, and system changes.
• Develop and maintain user guides, technical documentation, and knowledge base articles.
• Provide guidance and training to users on the effective use of IT systems and applications.
• Monitor assigned support requests and ensure timely resolution within agreed service standards.
• Maintain effective working relationships with users, suppliers, and service providers.
• Keep up to date with new technologies, software, and IT support practices.
• Ensure compliance with PUC policies, procedures, cybersecurity standards, and information security requirements..

Job Requirements

Education

• Diploma in Information Technology, Computer Science, Information Systems, or a related field.
• Relevant professional certifications such as CompTIA A+, Microsoft Certified Fundamentals, ITIL Foundation, or equivalent will be an added advantage.

Skills and Experience

• At least 1–2 years’ experience in an IT Help Desk, Service Desk, or Technical Support environment.
• Experience supporting Microsoft Windows operating systems and Microsoft 365 applications.
• Basic knowledge of Active Directory user administration.
• Experience with help desk ticketing or IT Service Management (ITSM) systems.
• Basic understanding of LAN/WAN networking, VPNs, and TCP/IP.
• Knowledge of utility billing or Customer Information Systems (CIS) will be an advantage.
• General understanding of utility operations and business processes will be an added advantage.
• Good troubleshooting and problem-solving skills.
• Strong written and verbal communication skills in English and Creole. Knowledge of French will be an advantage.

Personal attributes and other skills

• Customer-service oriented with good interpersonal skills.
• Ability to explain technical concepts to non-technical users.
• Good analytical and problem-solving abilities.
• Ability to remain calm, professional, and courteous when dealing with users.
• Ability to work independently and as part of a team.
• Well organised and able to manage multiple tasks in a timely manner
• Attention to detail and commitment to delivering quality service.
• Proactive, results-driven and detail-oriented
• Flexible, adaptable, and willing to learn new technologies.
• Professional conduct, integrity, and reliability.

Other Requirements

• Possess a valid Seychelles driving licence.
• Willingness to travel to work sites as required.
• Willingness to work outside normal working hours, including weekends and public holidays when necessary.
• Ability to work for extended periods using a computer.
• Maintain professional conduct and appearance at all times.

How To Apply

Interested candidates should Sign-up or login to apply now or should forward their applications on the prescribed form (which can be downloaded from the PUC website www.puc.sc or collected at the Reception Desk at Maison De Malavois, Bois De Rose Avenue or at the PUC Praslin Office, Baie Ste Anne), with a covering letter including certificates and references to:

The Human Resources Manager

Public Utilities Corporation

Maison De Malavois

PO Box 174

Mahé

or via email to [email protected] not later than: Monday 3rd August 2026

The Public Utilities Corporation is committed to building a diverse and inclusive workforce. We welcome applications from qualified individuals of all genders and backgrounds.

Note:

In order to increase your chances of a successful selection, kindly ensure that your application is complete and that all relevant information such as your qualifications have been provided with your application.   Otherwise, the Employer reserves the right not to consider your application for selection.