Country: Lebanon
Closing date: 27 Jul 2018
MAJOR RESPONSIBILITIES
PROJECT PLANNING:
Provides input during project planning and requirements phase.
SERVICE DESK:
s First point of contact and day-to-day technical support to end users.
s Responds to Level 1 and 2 support requests via multiple sources such as phone and e-mail.
s Enters call data into the tracking system.
s Interacts with clients in a courteous and professional manner.
s Provides user access service.
s Diagnoses problems by evaluating multiple options.
s Develops checklists and scripts for resolving routine problems.
s Escalates problems when necessary.
s Documents problem status and resolution in tracking log.
CLIENT TECHNOLOGY SUPPORT:
s Coordinates the deployment of new or upgraded images, software and hardware for multiple clients.
s Configures and installs desktop PCs, peripheral equipment, laptops and other mobile devices.
s Follows established procedures for performing configuration changes, updates and upgrades.
s Performs minor repairs to hardware, software, and peripheral equipment, following design or installation specifications.
s Provides on-going support of client technology.
TECHNICAL SUPPORT:
s Provides technical support to meetings that include video conferencing.
s Monitors and communicates system status.
s Diagnoses and resolves client workstation and mobile device hardware and software issues.
s Creates temporary solutions until permanent solutions can be implemented.
s Assists systems, programming, and vendor professionals, as needed to resolve problems.
SECURITY:
s Maintains passwords and users credentials to assure systems security and data integrity.
s Adheres to the integrity of controls, regulations and guidelines.
INVENTORY MANAGEMENT:
Maintains IT inventory management for all IT equipment and/or software in accordance with company policy and procedures.
SERVICE LEVEL MANAGEMENT:
s Collaborates in the development of service-level objectives and takes steps to meet or exceed targets.
s Explains service procedures to clients.
s Follows up in a timely manner to ensure customer satisfaction.
SERVICE IMPROVEMENTS:
s Keeps performance metrics.
s Identifies recurring and potential problems and notifies team members.
s Recommends procedures and controls for service improvements.
s Recommends ideas for improving queue time, abandoned call rates and first contact resolution.
TESTING:
Participates in integration and user acceptance testing.
TRAINING:
Trains co-workers on new or existing functionality or services.
DOCUMENTATION:
s Creates, modifies and reviews documentation of issues resolutions.
s Documents solutions to common problems and responses to frequently asked questions.
Creates and submits documented resolution to Knowledge Base.
COMMUNICATIONS/CONSULTING:
s Alerts team members about recurring problems.
Communicates updates on issues in a timely manner to ensure client satisfaction and productivity.
BUSINESS CONTINUITY:
Communicate suggestions on backup and recovery procedures.
RESEARCH/EVALUATIONS:
s Makes suggestions for the design of a standard set of integrated products (standard image) by recommending hardware and software products to meet client requirements.
s Recommends products to clients by understanding needs and referring to corporate standards list.
COACHING/MENTORING:
Mentors less experienced staff in a specific area of expertise.
KNOWLEDGE, SKILLS AND ABILITIES
· Bachelor’s Degree in Computer Science, Information Systems, or other related field. Or equivalent work experience.
· Demonstrated working knowledge of basic to moderately complex hardware and software products and problem solving / diagnostic skills.
· Typically has 3 to 5 years of IT work experience.
· Willingness and ability to travel domestically and internationally, as necessary.
· Good communication and interpersonal skills
· Team work oriented
How to apply:
Interested candidates to apply through the following link:
https://careers.wvi.org/jobs/lebanon/information-technology/ict-customer-support/10438