Key Responsibilities

The job holder diagnoses & resolves ICT incidents, provides level 1 & 2 helpdesk support, and maintenance for moderately to highly complex client products and works on one or more projects concurrently as a team member.

Service Desk

• Be the first point of contact and day-to-day technical support to end-users
• Respond to Level 2 support requests via multiple sources such as phone and e-mail
• Enter call data into the tracking system
• Interact with clients in a courteous and professional manner
• Provide user access service
• Diagnose problems by evaluating multiple options
• Develop checklists and scripts for resolving routine problems
• Escalate problems when necessary
• Document problem status and resolution in the tracking log

Client Technology Support

• Coordinate the deployment of new or upgraded images, software, and hardware for multiple clients
• Configure and install desktop PCs, peripheral equipment, laptops, and other mobile devices
• Follow established procedures for performing configuration changes, updates, and upgrades
• Perform minor repairs to hardware, software, and peripheral equipment, following design or installation specifications
• Provide ongoing support for client technology

Technical Support

• Provide technical support to meetings that include video conferencing
• Monitor and communicates system status.
• Diagnose and resolve client workstation and mobile device hardware and software issues
• Create temporary solutions until permanent solutions can be implemented
• Assist systems, programming, and vendor professionals, as needed to resolve problems
• Maintain passwords and users’ credentials to assure systems security and data integrity

Service Level Management

• Collaborate in the development of service-level objectives and take steps to meet or exceed targets
• Explain service procedures to clients
• Follow up on time to ensure customer satisfaction

Service Improvements

• Keep performance metrics
• Identify recurring and potential problems and notifies team members
• Recommend procedures and controls for service improvements
• Recommend ideas for improving queue time, abandoned call rates, and first contact resolution

Documentation

• Create, modify, and review the documentation of issues resolutions
• Document solutions to common problems and respond to frequently asked questions
• Create and submit the documented resolutions to Knowledge Base

Inventory Management

• Maintain IT inventory management for all IT equipment and/or software following the institute policy and procedures.

Research/Evaluations

• Make suggestions for the design of a standard set of integrated products (standard image) by recommending hardware and software products to meet client requirements
• Recommend products to clients by understanding needs and referring to the corporate standards list
• Perform any other related duties as may be required

Requirements

• Bachelor’s Degree in Computer Science, Information Systems, or related field with at least 3 years of relevant experience
• Demonstrated working knowledge of moderately complex hardware and software products and problem solving / diagnostic skills
• Proficiency in the use of office/business applications

Closing: 27 June 2022

Key Responsibilities

The job holder will work with a broad range of infrastructure products and complex client technology services and supports area of IT. He/she will also work on multiple projects concurrently as a team member or as a technical lead.

Service Desk

• Be the first point of contact and day-to-day technical support to end-users.
• Respond to Level 2 support and works with vendors on Level 3 support.
• Generate activity and status reports.
• Provide the user access service.
• Research trouble issues which affect multiple clients.
• Review checklists and scripts.
• Work with vendor technical support personnel on solutions for clients.

Client Technology Support

• Participate in deployment of new or upgrade information technology and infrastructure projects, including assisting co-workers and vendor partners.
• Install and perform minor repairs to hardware, software, and peripheral equipment, following design or installation specifications.
• Update configuration management tools.
• Develop and document procedures for performing configuration changes, updates, and upgrades.
• Provide ongoing support for client technology.

Technical Support

• Ensure that all technical resources are available for meetings that include video conferencing
• Engage the hardware vendors on issues to remedy issues or escalates for support
• Monitor and communicates system status
• Diagnose and resolve client workstation and mobile device hardware and software issues
• Create temporary solutions until permanent solutions can be implemented
• Assist systems, programming and vendor professionals as needed to resolve problems
• Coordinate the resolution of escalated application, hardware, and software problems.

Service Level Management

• Collaborate in the development of service-level objectives and takes steps to meet or exceed targets
• Monitor service-level objectives to ensure that requirements are met or exceeded
• Make recommendations to approve performance and client satisfaction metrics
• Follow up promptly to ensure customer satisfaction

Service Improvements

• Track performance metrics.
• Review tracking log to identify recurring problems, or problems affecting many clients.
• Develop procedures and controls for service improvements.
• Recommend solutions to common problems and update frequently asked questions documentation
• SECURITY:
• Adhere to the integrity of controls, regulations, and guidelines
• Review operation processes to ensure consistent approval and compliance
• Make recommendations and changes as appropriate

Documentation

• Create, modify, and review documentation of issue resolutions.
• Develop and deliver documentation to ensure appropriate end-user support
• Create and submit the documented resolution to the knowledgebase
• Update manuals/guidelines to incorporate new recommended products

Inventory Management

• Maintain IT inventory management for all IT equipment and/or software following company policy and procedures

Research/Evaluations

• Design standard images and design alternate images, as needed
• Evaluate and recommend new standard products for the corporate standards list
• Participate in working groups related to standards

Project Planning

• Provide input during the project planning and requirements phase
• Participate in the execution of various ICT Projects

Requirements

Performs any other related duties as may be required

• Bachelor’s Degree in Computer Science, Information Systems, or related field
• Demonstrated working knowledge of complex hardware and software products and problem solving / diagnostic skills
• At least 5 year of IT work experience
• ITIL Foundation
• Professional certifications appropriate to the technologies being supported

Closing: 28 June 2022