View Vacancy – Deputy IT Support Officer (DTSO) AO (14/24 DAR)

Roles and responsibilities:

SERVICE DESK/CLIENT IT SUPPORTS

• First point of contact and day-to-day technical support to end users;
• Responds to IT requests via multiple sources such as phone and e-mail;
• Enters call data into the tracking system.
• Interacts with clients in a courteous and professional manner.
• Provides user access service.
• Diagnoses problems by evaluating multiple options.
• Develops checklists and scripts for resolving routine problems.
• Escalates problems when necessary.
• Documents problem status and resolution in tracking log.
• Alerts team members about recurring problems.
• Communicates updates on issues in a timely manner to ensure client satisfaction and productivity.
• Configures and installs desktop PCs, peripheral equipment, laptops and other mobile devices.
• Follows established procedures for performing configuration changes, updates and upgrades.
• Performs minor repairs to hardware, software, and peripheral equipment, following design or installation specifications.
• Provides technical support to meetings that include video conferencing.
• Monitors and communicates system status.
• Diagnoses and resolves client workstation and mobile device hardware and software issues.

SERVICE LEVEL MANAGEMENT:

• Collaborates in the development of service-level objectives and takes steps to meet or exceed targets.
• Explains service procedures to clients.
• Follows up in a timely manner to ensure customer satisfaction.
• Keeps performance metrics.
• Identifies recurring and potential problems and notifies team members.
• Flag any procedures and controls for service improvements to IT Manager.

DOCUMENTATION / INVENTORY

• Creates, modifies and reviews documentation of SOPs.
• Documents solutions to common problems and responses to frequently asked questions.
• Document all procurement documents.

Maintains IT inventory for all IT equipment and/or software in accordance with company policy and procedures.