-Provide first line support on issues related to Operating system, connectivity,
-MS office including MS Outlook, Meeting room systems and Office IT
equipment.
- Log IT ticket for incidents and follow thru to resolution. Update ticket details as
-incidents are manage until completion. Regularly review incident tickets and
improve FCR (First Call Resolution).
- Responsible for the day-to-day IT operations, scheduling and technical.
support of the company’s infrastructure and computers etc.
-Support the company’s WAN & LAN environment and coordinate with
Global & local vendors for support. Work with in country telecom providers
to review and select best connectivity (Internet, WAN & Mobile services)
solutions.
- Accountable for support and maintenance of printers, Meeting room automation, Video Conference systems, Telephone systems, Digital Signage system and access control systems.
- Act as the primary contact for our customers as the “face of IT”.
-Promoting a welcoming and engaging service/environment to make sure we deliver an excellent customer contact experience.
- Analyze the customer’s needs utilizing analytical skills to develop appropriate and innovative solutions as required.
- Support the local onboarding and offboarding IT processes to assist with driving a successful IT experience.
- Liaise with other IT Teams, as necessary in order to resolve faults, keeping the customer fully updated of next steps.
-Ensure all customer interactions are recorded as tickets within ServiceNow.
- Make sure escalations are dealt with, managed and minimized whilst remaining calm in situations of conflict.
- Process any returned IT equipment in accordance with Asset Management
obligations.
- Ensure the onsite & service desk service is ran in accordance to the global SOP.
- Bachelor's degree in computer science or IT related degree- Ticketing system background is a MUST-2-3 year of Experience as Technical Support- Excellent command of English language.-Excellent communication skills .- MCSA & CCNA is a MUST