Technical Support

-Provide first line support on issues related to Operating system, connectivity,

-MS office including MS Outlook, Meeting room systems and Office IT

equipment.

- Log IT ticket for incidents and follow thru to resolution. Update ticket details as

-incidents are manage until completion. Regularly review incident tickets and

improve FCR (First Call Resolution).

- Responsible for the day-to-day IT operations, scheduling and technical.

support of the company’s infrastructure and computers etc.

-Support the company’s WAN & LAN environment and coordinate with

Global & local vendors for support. Work with in country telecom providers

to review and select best connectivity (Internet, WAN & Mobile services)

solutions.

- Accountable for support and maintenance of printers, Meeting room automation, Video Conference systems, Telephone systems, Digital Signage system and access control systems.

- Act as the primary contact for our customers as the “face of IT”.

-Promoting a welcoming and engaging service/environment to make sure we deliver an excellent customer contact experience.

- Analyze the customer’s needs utilizing analytical skills to develop appropriate and innovative solutions as required.

- Support the local onboarding and offboarding IT processes to assist with driving a successful IT experience.

- Liaise with other IT Teams, as necessary in order to resolve faults, keeping the customer fully updated of next steps.

-Ensure all customer interactions are recorded as tickets within ServiceNow.

- Make sure escalations are dealt with, managed and minimized whilst remaining calm in situations of conflict.

- Process any returned IT equipment in accordance with Asset Management

obligations.

- Ensure the onsite & service desk service is ran in accordance to the global SOP.