Job Description
JOB PURPOSE:Coordinate and execute the resolution of all IT incidents and problems, and ensure the delivery of IT services in accordance with agreed Service Levels. Ensure effective handling of relevant IT environment changes and releases of new solutions. Provide IT end-user support services to serve enterprise-wide users community to enable achieve company overall business objectives. Develop and execute IT Service Management plans including management and control of IT assets lifecycle.
KEY ACCOUNTABILITIES:- Respond to end-user calls and troubleshoots problems to provide timely, efficient and effective IT Help Desk support services to all Company Personnel.
- Analyse and resolve end-user problems as first line support or escalate to second line support and follow up necessary corrective actions.
- Track, monitor, review, analyse user queries and assigns problems to Help Desk Staff, and ensure appropriate and timely resolution of problems.
- Logs all user’s reported problems into the incident tracking database which records and tracks every step in the process of providing solutions to improve end-user’s productivity,
- Rectifies the problem, and in certain cases when hardware parts replacement or reformatting is required, arranges for the PC to be shifted to the workshop for further action,
- Contacts the vendors if the machine is under warranty and advises their Engineer of the exact problem and arranges for the vendor to collect the equipment for necessary repairs/replacement of parts,
- Coordinate, schedule and inform the concerned End-users about computer systems shutdowns for hardware/software maintenance and upgrades.
