Senior It Site Support

Main Tasks
 

• Responding to IT support requests over the phone, via email and in person.
• Attend, troubleshoot, and resolve assigned help desk calls and log associated activities in the help desk system
• Escalate non-resolvable issues to higher-level technical groups for further actions following escalation procedures and guidelines
• Deploy desktop software on all desktop hardware to meet security measures and comply with enterprise infrastructure upgrades (e.g. Enterprise application/network/system upgrades)
• Provide to end-user’s active day-to-day technical guidance, initial training on the setup of desktop hardware/software and the efficient use of them.
• Develop detailed user training manuals
• Conduct periodic capacity planning and ensure all IT resources within area of responsibility are adequate for current and future needs.
• Prepare and follow-up purchase requisitions within area of responsibility
• Implement preset operational standards and procedures
• Maintain IT Assets Inventory Database (i.e. asset locations, Configurations, assignments, etc.) up-to date within area of responsibility
• Build up a knowledge base for the section
• Conduct the job according to quality and safety procedures, work instructions, operational standards, site rules, and SLAs
• Report any end-user violation of regulations or standard deviations relate to hardware/software from IT standards to higher level management officially.
• Report system bugs to the responsible support function
• Coordinate with Service Provider and Address all IT issues raised by company end users.
• Validate quality of service and prepare monthly & quarterly Assessment report for service provider about utilization of service in line with agreed contract terms & conditions