Qualifications, Experience, Knowledge & Skills
Provide support to clients in IT systems problem rectification, reduce system downtime, and increase user productivity by ensuring fast turnaround time
To work at any level of support assigned by the line manager or supervisor
Implement, troubleshoot and maintain hardware and software of IT systems remotely.
Establish solutions to quickly resolve end-user incidents and problems logged in the service desk
Evaluate and test new devices purchased by IT Unit related to end users
Analyze service desk report and suggest permanent solutions related to common issues
Establish root cause analysis and suggest corrective measures to eliminate recurring problems.
Monitor and prepare call statistics using software tools available, conduct trend analysis.
Provide recommendations on company application purchases.
Document problem resolutions for future reference using the Knowledge Base.
Provide orientation and on-the-job training to new department staff members.
Ensure proper escalation and other sectional procedures are maintained.
Closely coordinate with the service desk Agents in regularly updating the Configuration Management System (CMS)
Ensure that ta in all IT devices are saved in the inventory database.
Ensure all calls are acknowledged and attended within the define time
Make sure calls are properly attended based on the SLA
75% of the calls are attended remotely
All calls logged in the service desk are not violated
Add at least one knowledge base on the service desk monthly
Provide technical trainings to end-users on newly installed systems and applications
100% assurance that all deployed IT Devices are tagg properly and the inventory information regularly updated.
Timely preparation and submission of reports and other periodic data from the Department
Efficiency and smooth flow of work within the Department
Consistency, accuracy and quality in documentation, projects and data management
Quality of support and coordination provided to the department
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