Main purpose:
Provide IT technical support, by remote and/or onsite means, to the end user/customer community.
This involves first level technical support of all matters of IT, including but not exclusive to, Desktop Services, Network & Wireless Infrastructure, File & Print Services, Applications and Messaging. The role also involves assisting with the implementation of any initiatives or projects.
The role requires an individual to not only be customer focused and to be able to work individually with the user/customer community, but also to work as part of a wider local & regional Resources IT team and interact and assist that team where and when required.
Key Accountabilities & Duties
Key Accountabilities:
Installation, configuration & maintenance of local infrastructure (i.e. desktop, server, hardware, OS, software, telephony & networking)
Identify, analyse, troubleshoot & resolve IT incidents & service requests within specified agreed SLA timeframes
Ensure the correct operational and change management processes and procedures are adhered to at all times
Manage customer expectation with regular & effective communication and updates.
Escalate severe incidents to Country IT manager/team lead and/or relevant regional functional lead.
- Provide customer induction & training as and when required
- Perform routine operational & administrative duties (e.g. ID provisioning, access control, back up & restore)
Assist & support Groupe initiatives/projects and operational matters as and when required.
Work closely with the Global Solution Centre (and other functional IT teams) on all day-to-day customer support matters.
Key duties:
React to issues in a controlled and professional manner
Communicate with the agency user community in non-IT language
Be discreet and maintain confidentiality when around, or have access to, sensitive information.
Ensure client pitch activity is supported to the highest standard
Investigate patiently about a user problem to better determine the solution
From time to time, may be required to work extended hours to achieve immediate business driven results
Health and Safety
Undertake all work in a safe manner and follow all company and workplace health and safety procedures
Identify new hazards and advise manager or workplace H&S representative/co-ordinator within 24 hours of identification.
Report incidents and accidents to manager or workplace H&S representative/co-ordinator as soon as possible
Key
competencies:
Experience & Knowledge
Basic to intermediate knowledge of computer hardware fundamentals
Ability to repair and replace hardware components
Basic to intermediate understanding of various software packages and utilities for diagnostic, repair and technical issues for computer issues
Basic to intermediate knowledge around software troubleshooting skills
Good working knowledge of how to navigate systems and create reports when required
Attributes/behaviours
Ability to analyse issues and provide solutions
Ability to maintain an even temper, to repeat and explain information as necessary
Strong attention to detail and ability to see tasks through to completion
Good communication skills (written and oral)
Independent, proactive & resilient
Well organised with the ability to work with competing priorities and delivery within tight timeframes.
Ability to work in a team environment and share information with new staff