IT Helpdesk Technician (Working At District 7)

Job Description:
The primary role is to ensure all IT functions are operating smoothly in order to ensure the end-user is able to accomplish their tasks in as efficient a manner as possible. As such, the IT support specialist will be responsible for responding to helpdesk tickets, troubleshooting issues, maintaining systems, training users, document solutions, and learn all new technologies that are deployed across the Group.

Daily Deliverables:
1. Configure & Deploy PCs
2. Deploy IP phones, desk phone, printers,
3. Check and deploy security system: Alarm, Access card, CCTV,
4. Respond to helpdesk tickets and troubleshoot issues in person and remotely
5. Install and configure 3rd party applications
6. Create access cards for deployment to staff
7. Check critical systems, take action as necessary
8. Document ticket responses
9. Support external events as required

Weekly Deliverables:
1. Perform preventative maintenance on critical systems
2. Liaise with external vendors for maintenance of infrastructure
3. Review all pending OS updates
4. Review all application updates
5. Test updates on corporate images to ensure compatibility prior to deployment
6. Update deployment image
7. Perform post-resolution follow-ups to helpdesk tickets
8. Review helpdesk tickets that have been resolved for learning purposes
9. Update asset tracking databases as necessary
10. Weekly review with management

Monthly Deliverables:
1. Strategy review with management for action planning.
2. Ground-level feedback to management
3. Info sharing session with helpdesk coworkers (all countries)
4. Learn new technologies being prepped for implementation
5. Implement task automations,
6. Update SOPs
7. Carry out asset audit
8. Prepare assets for disposal
9. Keep up to date with latest technologies / trends
10. Review contracts and highlight pending renewals

Goals:
Business Performance: Customer Satisfaction
- Meet ticketing system SLAs 90% of the time throughout the year for all tickets in your country.

Business Performance: Customer Satisfaction
- Target an 80% First Call Resolution Rate, calculated by taking the total number of tickets resolved and dividing it by the number of tickets that were resolved in the initial helpdesk contact.

Business Performance: Cost Efficiency
- Target a network uptime of 99.99% across all sites in-country and for FY2019.

Business Performance: Internal Process Effectiveness
- Total number of tickets handled by the helpdesk in-country should decrease by 10% on a month-over-month basis, in relation to total headcount growth.

Education / Qualification: Bachelor or higher degree in Engineering, Computer Science, Information Technology, or equivalent experience.

- Competitive salary and bonus
- Social insurance, health insurance, unemployment insurance according to Labor Laws
- Professional, dynamic working environment

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