Service Desk Engineer
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Posted on:
Deadline:
Growth in Value Alliance (GVA) Partners Limited – Our client, a Top Tier Commercial Bank, is recruiting
Job Title:
Job Field:
Qualification:
BA/BSc
Experience:
with at least 8 years experience.
Job Description:
- Our client requires the service of a highly skilled Service desk engineer who has the ability to articulate solutions clearly and confidently to end users and a high degree of technical knowledge across a broad range of technologies and products including; Hosting (Linux and Windows), firewalls and/or WAN (wide area networks) technologies.
- Assist in maintaining issues/request log. Ensure accurate and prompt logging of all requests/ issues unto the central database.
- Assist in providing first-level phone support on IT related issues and escalate more technical issues requiring location visits to appropriate second-level/expert support teams within the unit.
- Escalate to the Network and Infrastructure Support team, all LAN/WAN/Server downtimes and hardware operational issues e.g. network connectivity, printing errors, drive failure, etc.
- Escalate all enterprise solutions-related issues to the Enterprise Solutions Support.
- Provide first-level instructions on software installation and configuration e.g. client applications, anti-virus utilities, printer drivers, etc.
- Provide continuous user application and system support to the call centre and other relevant IT units.
- Communicate resolution of faults to end-users/ request initiators.
- Assist in developing programmes for training end users on self-help tips and office application usage.
- Ensure security of all workstations through proper installation and regular updates of an effective anti-virus program on every workstation.
- Implement/comply with pre-defined service desk management policies and procedures.
- Assist in administering internal customer satisfaction surveys to obtain feedback on helpdesk efficiency where necessary
- Liaise with relevant unit/ team/function in carrying out all relevant activities.
- Attend team/divisional/departmental meetings as required.
- Provide guidance and manage the performance of subordinates where applicable.
- Prepare/compile agreed periodic activity and performance reports for the attention of the Manager, Service Desk.
- Perform any other duties as assigned by the Manager, Service Desk.
Job Requirements:
- B.Sc in Computer Science or any other related discipline with at least 8 years experience.
- Practitioner Certificate in ITIL – IT Service Transition or equivalent certification (MUST)
- Knowledge of Microsoft Office packages and other computer application such as trouble ticketing.
- Strong knowledge of delivering support in a mixed Microsoft and Apple environment including support of Windows 7/10, OS X, and Microsoft Office suite.
- Proven troubleshooting methodology and a desire to solve challenges.
- Basic working knowledge of Active Directory, DNS and DHCP.
- Basic understanding of network principles (IP addressing, subnets, routing, switching.
- Working knowledge of antivirus, backups, and virtualization.
Method Of Application:
Interested and qualified candidates should send their CV in MS Word and PDF to: contact@gvapartners.com and busayoo@gvapartners.com using the Job Title as the subject of the mail