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Job Description
- Serve as the first point of contact for customers seeking technical assistance.
- Provide technical support to customers via Remote Assistance Tools, E-mail, over the phone, or in person.
- Provide excellent on-the-phone customer service experience for users.
- Take ownership of user problems and follow up the status of problems on behalf of the user and communicate progress in a timely manner
- Maintain a high degree of customer service for all support queries and adhere to all service management principles
- Follow standard help desk procedures and log all help desk interactions, Incidents, Requests and their resolution using the IT Help Desk System.
- Publishing support documentation to assist staff with requests for information & provide staff training if required
- Basic Active Directory knowledge. Creating user accounts, reset passwords, create groups, etc.
- Diagnose and resolve desktop faults in a quick and effective manner.
- Maintain good technical knowledge of the desktop systems software in use in the Afreximbank Service.
- Install, configure and support desktop equipment and associated software; also undertake equipment moves and changes.
- Install and maintain desktop clinical systems.
- To support associated operational equipment, such as mobile devices.
- Arrange for external technical support where problems cannot be resolved in house
- Upon request, carry out routine server operational tasks such as checking backup logs, changing and formatting tapes.
- Upon request to provide support, under instruction, to the Server and Network teams in the resolution of faults and problems.
- Maintain audit information of the installed asset base through use of the existing IT System
- Maintain personal knowledge of new product developments in the desktop equipment arena.
- Test new products for compatibility and suitability.
- Inform management of recurring problems
- Identify and suggest possible improvements on procedures
Job Requirements
- Minimum 2 years of experience working as IT Help Desk or Technical Desktop Support or any related job
- Degree in a Computer Science related field is preferred.
- Microsoft Certification MCSA or MCSE is a Plus
- Cisco Certification CCNA is a plus
- ITIL Foundation Certification is a plus.
- Oral and written communication skills (English is a must, French is a plus)
- Flexible hours, Excels in a team working environment
- Fast learner, Works well in high pressure environments
- Strong interpersonal skills, Energetic personality
