ICT Officer- Customer Support

Customer Support:

• First point of contact and day-to-day technical support to end users.
• Regular travel to the field offices to offer ICT support
• Capacity building field ICT point persons on first line ICT support
• Responds to Level 1 and 2 support requests via multiple sources such as phone, e-mail and remote tools.
• Logs call data into the service now system.
• Interacts with clients in a courteous and professional manner.
• Provides user access service to business applications
• Collaborates in the development of service-level objectives and takes steps to meet or exceed targets.
• Explains service procedures to clients.
• Follows up in a timely manner to ensure customer satisfaction
• Play a central role in organizing and executing scheduled ICT clinics and knowledge transfer sessions both at the head office and field offices

Technical Support:

• Participates in deployment of new or upgrade information technology and infrastructure projects, including assisting co-workers and vendor partners.
• Installs and performs minor repairs to software, and peripheral equipment, following design or installation specifications.
• Provides on-going support of client technology
• Coordinates the deployment of new or upgraded images, software and hardware for multiple clients.
• Configures and installs desktop PCs, peripheral equipment, laptops and other mobile devices.
• Follows established procedures for performing configuration changes, updates and upgrades.
• Provides technical support to meetings that include video conferencing.
• Diagnoses and resolves client workstation and mobile device hardware and software issues.
• Provide Level 1 support for all Infrastructure and connectivity challenges.

Security:

• Adheres to the integrity of controls, regulations and guidelines.
• Ensure data protection and backup of user data with WVK’s data server.
• Reviews operation processes to ensure consistent approval and compliance.
• Makes recommendations and changes as appropriate.

Asset Tracking

• Manage the inventory of Computer Asset equipment to ensure the timely entry in the inventory database, monitor movement, withdrawal, reporting and reconciliation with Accounting Department records.

Connectivity and productivity tools

• Work with Internet Access Service Providers to ensure the Service Level Agreements (SLAs) are adhered to and outages are reported and escalated in a timely manner with rebate given for downtimes experienced.
• Support various productivity tools such as Mobile Phones, PDAs, Blackberrys, WeBex, Skype, WebCams, portable computer accessories

Service Improvement:

• Tracks performance metrics.
• Reviews tracking log to identify recurring problems, or problems affecting a large number of clients.
• Participates in integration and user acceptance testing.
• Manage the customer satisfaction surveys in conjunction with the Customer Service Lead
• Analyze and report the recommended improvements resulting from the customer satisfaction survey.

Documentation

• Creates, modifies and reviews documentation of issues resolutions.
• Develops and delivers documentation to ensure appropriate end-user support.
• Develops and documents procedures for performing configuration changes, updates and upgrades.
• Updates configuration management tools.
• Promptly and properly escalates unresolved issues, including complete problem descriptions, documentation of all actions performed, and all other pertinent details.
• Creates and submits documented resolution to Knowledge Base.
• Updates manuals/guides to incorporate new recommended products.