Purpose

Resolve  all  incidents  and  fulfill  all  service  requests  related  to

client  computing  environment  which  require  onsite  visits  to

client’s  offices  for  the  purpose  of  increasing  efficiency  and

effectiveness of business clients

Responsibilities

-

Resolve all incidents and service requests escalated by First

Level or Specialized Support Team to the On Site Support

team focusing primarily on hardware related incidents, but

provide  assistance  with  software  related  incidents  where

needed

-   Provide onsite hardware and software services to clients by

prioritizing,   categorising,   investigating   and   diagnosing,

resolving and closing all incidents and service requests related

to  client  computing  environment  at  the  2^nd  level  such  as

desktop   applications,   client   devices   (laptops,   printers,

scanners, iPads etc.) and other standard software applications

in  accordance  with  agreed  criteria  and  the  needs  of  the

organization at head office, regional resource centres, field

offices, and liaison offices.

-   Make  recommendation  and  escalate  incidents  and  service

requests  Client  Devices  Management  Team  deployment,

relocation, repair or replacement of identified client devices.

-

Communicate   with   clients   regarding   client   computing

environment incidents and service requests, and notify them

of impending changes or agreed unavailability of services

-   Contribute to the establishment of appropriate knowledge base 

content for both technical support staff and end users of the

organization, specifically with a focus on producing content that will

assist  First  Level  Support  in  achieving  a  higher  rate  of

incident resolution.

-   Inform them about the progress of their logged incidents and

service requests

-

Record  the  resolutions  of  incidents  appropriately  to  a

knowledge database of client computing environment known

errors

-   Inform the Chief Service Desk Coordinator in case of major

incidents

Qualifications

-

At least Bachelor Degree in computer science, Information

Technology, software engineering or equivalent.

-

Professional Certifications in IT such as ITIL (v3), MSCE,

 - A minimum of three (3) years’ relevant experience on IT support services 

- Ability to configures, installs, and updates standard hardware and software, peripheral equipment, printers, and other desktop or portable computing devices. 

- Strong knowledge with Microsoft applications such as Windows 7, MS Office 2010, SCCM and other software used at the Organization, hardware and software products and problem solving/troubleshooting skills; network connectivity, ERPs (particularly SAP); remote access setups (hardware/software and networking); new technologies to mobilize technology solutions; incident management; and service request fulfilment processes 

- Strong command of English or/and French

- Excellent communication and interpersonal skills with ability to deal effectively with staff at all levels with service-orientated and quality-driven culture. Courteous and patient character with clients.