Business unit, Department, Reporting

Business Unit

Cloud Platform Services (CPS)

Department

DWM

Reports To

Direct Line Manager Job Title

Grade

OP1

Core Description

To provide technical assistance and maintenance of computer systems, logistical support, audio visual equipment’s etc.

Provide service activities on company systems, including installation, discontinuance, relocation, diagnosis, emergency repair etc. while minimising equipment downtime and ensuring client satisfaction.

Key Deliverables / Primary Functions

• Application and device troubleshooting and support
• Accurately use the available software or specialist monitoring tools to maintain awareness and control of the hardware and software.
• Used approved remote management tools to remote support end user devices
• Liaise with external resources (3rd Party Management) to facilitate resolution of 3rd party Incidents
• Ability to do root cause analysis and troubleshooting across systems to resolve incidents
• Excellent communication skills (verbally, telephonically and electronically) Email, What’s App etc.
• Ability to engage and liaise with all personnel including VIP personnel.
• Follow escalation matrix and keep customer informed.
• Enabling management with communication about incidents/requests
• Remote support and 24*7 standby, after hours and on-call support
• Ownership of Incidents and Service Requests, until resolution with continues feedback.
• Build Relationship with customers to improve and provide world class support.
• Assist with the connection of end user devices to Audio Visual support equipment
• iPad, Apple, and Android mobile support.
• Ability to break-fix problems and to satisfy installation requests, simple or complex, in a wide range of dissimilar environments
• Identify and understand business challenges of the Customer and the impact thereof on the device support
• Build a working knowledge of Microsoft products
• Support security policies and standards of the Customer
• Ensure company assets (replacement parts) are tracked and maintained responsibly
• Develop, document, and maintain Knowledge Based Articles.

Core Functional Skills & Capabilities

Core Behavioural Competencies

Minimum Qualifications

Additional Education -Preferred /Advantage

Experience

2 years’ work experience

Certifications

Professional Memberships in Relevant Industry

Level of Engagement & Span of Control

Span of Control

0

Level of Engagement

Engagement will all levels within the organisation, internal and external to the business.

Special Requirements / Employment Condition

Workplace / Physical Requirements