Description
Duties & Responsibilities
Filters Help Desk calls and provides basic support and troubleshooting, such as password resets, printer configurations, break/fix instructions, ticket routing and escalation to Level 2 and Level 3 support.
Provide technical support to business users both remotely and face to face.
Maintenance and support of central hardware, operating systems and utilities.
Administer installations, including setting up new systems/hardware and promptly installing updates
Support of the following would be highly desirable: Email Systems (Exchange), Windows 2008 Server Systems and Active Directory Account Administration.
Troubleshooting and resolution of issues relating to business applications
Installing/configuring new computers/telephones
Troubleshooting IT equipment - printers, scanners etc
Log all IT incidents and service requests to ensuring a timely resolution
Perform SOD and EOD duties
Assist with the Installation, configuring, and support of the LAN and WAN and Internet systems
Maintain network equipment, servers and users hardware and software
Maintain effective relationships with vendors, consultants, and service providers
Assist in software resting of new releases, proactively escalating issues
Competence in PC network security issues, including virus protection and prevention
Assist in the management of IT Assets
Deliver outstanding customer service by responding to and efficiently resolving client issues and request
Requirements
Experience:
1 to 3 years cognate experience in financial services/service oriented industry
Education:
First degree in Computer Science / Engineering
ITIL Certified (added advantage)
Key Competency Requirements:
Network (voice & data) Cabling
LAN & WAN technologies
Microsoft suite- Exchange, SharePoint,
Virtualization knowledge
Operating system installation & configuration
Troubleshooting and fixing Network cabling
Configuring network devices
PABX configuration and troubleshooting
BES Server/Mobile device Administration
MIS reporting
Some development experience
Cross-funtional
PC/LAN & Support Services
Skill/Competencies:
Ability to solve complex problems on own initiative
Ability to work independently and as a SPOC/ PM
Strong written and oral skills, plus interpersonal skills
Sound client service skills with proactive and creative approach
Demonstrate working knowledge of Windows O/S and PC hardware as well a broad understanding of IP communication and technologies
Understanding of business processes and workflows
go to method of application »
Duties & Responsibilities
Supervises the Help Desk team and leads them to deliver an exceptional service
Troubleshooting and resolution of issues relating to business applications
Installing/configuring new computers/telephones
Troubleshooting IT equipment - printers, scanners etc
Log all IT incidents and service requests to ensuring a timely resolution
Ensures that SOD and EOD duties are performed.
Deliver outstanding customer service by responding to and efficiently resolving client issues and request
Manage the help desk team and evaluate performance
Ensure customer service is timely and accurate on a daily basis
Recruit, train and support help desk representatives and technicians
Set specific customer service standards
Contribute to improving customer support by actively responding to queries and handling complaints
Establish best practices through the entire technical support process
Follow up with customers to identify areas of improvement
Develop daily, weekly and monthly reports on help desk team’s productivity
Provide customer feedback to the appropriate internal teams, like product developers
Maintain effective relationships with vendors, consultants, and service providers
Assist in software resting of new releases, proactively escalating issues
Competence in PC network security issues, including virus protection and prevention
Assist in the management of IT Assets
Requirements
Experience:
3 or more years cognate experience in financial services/service oriented industry.
Proven work experience as a Help desk manager
Hands-on experience with help desk and remote control software
Solid technical background with an ability to give instructions to a non-technical audience
Customer-service oriented with a problem-solving attitude
Excellent written and verbal communications skills
Team management skills
Education
B.Sc degree in Computer Science, Information Technology or relevant field
ITIL Certified (added advantage)
Key Competency Requirements:
Network (voice & data) Cabling
LAN & WAN technologies
Microsoft suite- Exchange, SharePoint,
Virtualization knowledge
Operating system installation & configuration
Troubleshooting and fixing Network cabling
Configuring network devices
PABX configuration and troubleshooting
BES Server/Mobile device Administration
MIS reporting
Some development experience
Cross-funtional
PC/LAN & Support Services
Skill/Competencies:
Ability to solve complex problems on own initiative
Ability to work independently and as a SPOC/ PM
Strong written and oral skills, plus interpersonal skills
Sound client service skills with proactive and creative approach
Demonstrate working knowledge of Windows O/S and PC hardware as well a broad understanding of IP
communication and technologies
Understanding of business processes and workflows
go to method of application »
Job Duties
Install and configure software and hardware
Manage network servers and technology tools
Set up accounts and workstations
Monitor performance and maintain systems according to requirements
Troubleshoot issues and outages
Ensure security through access controls, backups and firewalls
Upgrade systems with new releases and models
Develop expertise to train staff on new technologies
Build an internal wiki with technical documentation, manuals and IT policies
Your goal will be to ensure that our technology infrastructure runs smoothly and efficiently.
Requirements
Experience:
6months to 2 years cognate hands on experience in financial services/service oriented industry
Education:
First degree in Computer Science / Engineering
Required Knowledge:
Network (voice & data) Cabling
LAN & WAN technologies
Microsoft suite- Exchange, SharePoint,
Virtualization knowledge
Operating system installation & configuration
Troubleshooting and fixing Network cabling
Configuring network devices
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