Job Details
Job Description:
Desktop Support
This position assists staff with technical support of desktop computers, applications, and related technology. Support includes specification, installation, and testing of computer systems and peripherals within established standards and guidelines. Activities require interaction with application software and operating systems to diagnose and resolve unique, non-recurring problems.
1. Partner will provide
(a) High-level analysis and technical support for customers and their networked computers and peripherals.
(b) Interface with multiple levels of end users, management, VIPs and local technical staff.
2. Main Responsibilities include:
Accurately testing, identifying, repairing, resolving, and documenting end user technical issues regarding /desktop support, printers, PDAs, BlackBerrys, and LAN cable drops
Hands on role where expected to provide 1st line IT support services to the business community ensuring that all requirements are met within agreed service targets
To provide infrastructure administration functions
Providing on-site cover as part of a shift arrangement
Being prepared to work out of hours when required and to provide out of hours on-call support cover as required
Troubleshooting and resolving software issues; reimaging computers/hard drives Backing up and restoring settings and associated systems administration activities
Taking ownership of issues through to resolution on all appropriate requests.
Categorize and prioritize end user support requests and service requests by utilizing a Customer ticketing system to track tickets and provide up-to-date status and information.
Move equipment associated with escalated help desk incidents and service requests
Performing asset inventory activities as needed.
Trains and orients staff on use of hardware and software.
Recommends and / or performs upgrades on systems (Workstations & Printers) to ensure longevity.
Works with procurement staff to purchase hardware and software.
This position requires the ability to work in a project-based environment requiring flexibility and teamwork. Performs other duties as assigned.
3. Technical Requirements
Excellent skills in user IT infrastructure Desktops, Laptops, Printers, Handhelds, Smartphone etc.
Strong technical skills in Microsoft Windows desktop operating systems and business productivity applications i.e. Office
Administration experience of MS Active Directory users & groups, policies and management concepts
Effective communication by Engineer in English and local languages is mandatory
4. Soft Skills
Strong written and verbal communication skills (English and local language)
Ability to provide consistent, excellent customer support to entire staff, representing a variety of personalities and management levels
Team Management for L1 resources
An individual with a minimum of 3 years supervisory experience
Strong customer service skills
Ability to interact with customers so as to ensure that the service is polite, efficient and responsive
Must be detail oriented and self-motivating
A self-starter with ability to work on their own initiative
To work through issues analytically to a successful conclusion
5. Desired Experience
Deliverables to include ensuring the proper levels of run and maintain support and hands-on assistance for IT infrastructure projects /upgrades (workstations)
Strong Microsoft Office skills (Outlook, Word, and Excel)
Thorough understanding of Outlook's calendaring tool
Understanding of Exchange functional accounts and how they are used within Microsoft technologies
Background security check required
Additional language skills (English and local language)
Experience of managing and leading a geographically and culturally diverse team
Teamwork
Technical Expertise
Interpersonal Effectiveness
Concern for Order and Quality
6. Years of Experience
At least 5-6 years of experience in the field or in a related area required
Prior experience on Desktops, Workstations, Notebooks and Printers
Collaboration experience including remote control of PCs and video conferencing knowledge 7. Certification requirements
Preferred MCP/MSCE/MSCA or HDI CSS or Cisco certification
ITIL knowledge of V2 or V3 especially on Service Desk, Incident, Problem, and Change Management preferred 8. Education requirements
Total: 3-4 years of University education post High school (B.Sc. or Diploma)
Bachelors / Masters / Equivalent
Required Skills:
Ticketing
Peripherals
Workstations
Office Administration
ITIL
CSS
Laptops
Customer Support
Video
Soft Skills
Ownership
Change Management
Active Directory
Deliverables
Operating Systems
Team Management
Infrastructure
Technical Support
Procurement
Troubleshooting
Security
Windows
Education
Teamwork
Administration
Software
Testing
Customer Service
Microsoft Office
Business
English
Communication
Management