POSITION GENERAL DUTIES AND TASKS :
Responsibilities
Provide support on IT request and break to-fix client customer employees in person and through phone calls, chats and emails.
Provision new users with hardware, software, and account setup.
Provide onsite and remote support for multiple locations.
Troubleshoot and resolve a variety of technical problems including networking.
Provide technical support for mobile device issues using ABM and Samsung KNOX, including setup, configuration, connectivity, and application troubleshooting.
Respond quickly to cyber, malware alerts and location outages.
Utilize remote support tools to diagnose and resolve desktop issues efficiently, regardless of user location.
Proficiency with Windows and Mac operating systems, common desktop applications, and basic networking knowledge.
User Coaching: Conduct one-on-one or group training sessions to help users improve their technical skills and better understand the tools and applications they use.
Self-Service Adoption: Promote and increase the adoption of user self-service tools and resources, reducing the dependency on direct IT support.
Office 365 Consulting: Serve as a consultant for Office 365 products, assisting users in maximizing the benefits of tools such as Outlook, Teams, OneDrive, SharePoint, and other Office 365 applications.
Set up, configure, and troubleshoot AV equipment for meetings, presentations, and events.
Provide on-site and offsite technical support during events to ensure smooth operation of all AV equipment and systems.
Perform regular maintenance and testing of AV equipment to ensure reliability and optimal performance.
Work closely with event organizers to understand technical requirements and ensure all AV needs are met.
Assist in the planning, implementation, and troubleshooting of AV system upgrades to ensure seamless transitions and enhanced functionality.
Provide dedicated and personalized desktop support to VIP users, ensuring prompt resolution of technical issues and exceptional service quality.
Perform & support continuous improvement including innovation & solutioning to increase efficiency and quality of deliverables.
Provide excellent customer service, maintaining a positive and professional demeanour while addressing user concerns and requests.
Excellent verbal and written communication skills, with the ability to explain technical concepts to non-technical users.
Strong customer service orientation, with a commitment to resolving user issues promptly and professionally.
Provide hands-on support for networking devices and facilitating network upgrades.
Manage IT Rooms e.g. alerts etc
Support IT maintenance including power shutdown & DR.
Collaborate with internal and external parties to manage and resolve escalations efficiently, ensuring prompt and effective desktop support solutions.
Ability to work collaboratively in a team environment and manage multiple tasks simultaneously.
Leverage Office 365 tools internally to boost engagement and efficiency within the support team.
Provide efficient desktop support across multiple locations, ensuring seamless remote assistance and issue resolution.
Consistently meet and exceed key performance indicators (KPIs) to ensure high-quality desktop support and service delivery.
Oversee desktop support projects, ensuring timely completion and alignment with organizational goals and objectives.
Ticket Management
Efficiently manage and resolve support tickets, analyse trends to identify recurring issues, and implement solutions to enhance overall service quality.
Ensure all tickets are resolved within the SLA.
Adhere to the ticketing process.
Escalation Management
Ensure that issues are call out on time using the correct channel.
Escalate and work with third level support/ third party vendor on resolution of problem when necessary to ensure end to end resolution within the agreed response time.
Adhere to the escalation process.
Inventory Management
Manage the inventory, deployment, and maintenance of desktop assets, ensuring accurate record-keeping and regular stock checks.
Ensure accurate record-keeping and oversee the entire asset lifecycle, from procurement to disposal, to ensure cost-effective and efficient management.
Financial Support
Ensure accuracy of quotes and purchase orders (PO) for desktop support, managing financial transactions with precision.
Vendor Support
Collaborate with vendors, escalate issues, and ensure timely resolution.
Process & Policies
Ensure adherence to and enforcement of IT processes and policies for consistent and reliable service delivery.
Training & Documentation
Develop and deliver comprehensive training programs to enhance user proficiency with desktop systems and software.
Create and maintain detailed documentation for technical procedures, user guides, and knowledge base articles.
Continuously update training materials and documentation to reflect the latest technology and best practices.
Reporting & Monitoring
Regularly monitor desktop support activities, ensuring adherence to performance standards and SLAs.
Generate detailed reports on support metrics, incident trends, and resolution times to provide insights and identify areas for improvement.
Utilize monitoring tools to proactively detect and address potential issues before they impact end-users.
Team Management
Lead, mentor, and manage a team of desktop support technicians.
Conduct regular team meetings to discuss performance, updates, and goals.
Provide guidance and support to team members to resolve complex technical issues.
Foster a positive and collaborative team environment
Excellent leadership and team management abilities.
Strong communication and interpersonal skills.
Ability to motivate and inspire team members.
Exceptional customer service and problem-solving skills.
Ability to handle difficult situations and provide effective solutions.
Strong organizational and time management skills.
Ability to prioritize tasks and manage multiple responsibilities.
Team operations
Identify areas for improvement in desktop support processes and implement best practices.
Develop and maintain standard operating procedures (SOPs) for desktop support activities.
Monitor and report on key performance indicators (KPIs) to track team performance.
Stay updated with the latest industry trends and technologies to ensure the team remains knowledgeable and proficient.
Ensure high levels of customer satisfaction by delivering prompt and efficient support.
Communicate effectively with users to understand their needs and provide appropriate solutions.
Handle escalations and ensure issues are resolved to the user’s satisfaction.
