Key Accountabilities :
a) Installation, configuration & maintenance of local infrastructure (i.e. desktop, server, hardware, OS, software, telephony & networking)
b) Identify, analyse, troubleshoot & resolve IT incidents & service requests within specified agreed SLA timeframes
c) Ensure the correct operational and change management processes and procedures are adhered to at all times
d) Manage customer expectation with regular & effective communication and updates.
e) Escalate severe incidents to Country IT manager / team lead and / or relevant regional functional lead.
f) Provide customer induction & training as and when required
g) Perform routine operational & administrative duties (e.g. ID provisioning, access control, back up & restore)
h) Assist & support Groupe initiatives / projects and operational matters as and when required.
i) Work closely with the Global Solution Centre (and other functional IT teams) on all day-to-day customer support matters.
Key duties :
a) React to issues in a controlled and professional manner
b) Communicate with the agency user community in non-IT language
c) Be discreet and maintain confidentiality when around, or have access to, sensitive information.
d) Ensure client pitch activity is supported to the highest standard
e) Investigate patiently about a user problem to better determine the solution
f) From time to time, may be required to work extended hours to achieve immediate business driven results
Experience & Knowledge
Attributes / behaviours
Ability to work in a team environment and share information with new staff