Britam ICT Service Desk Assistant Jobs in Rwanda
Britam ICT Service Desk Assistant Jobs in Rwanda
Role Purpose:
To provide the end-to-end IT supports requirements for office automation, user computing, hardware, software, and applications for business users.
Participate in the daily operations of the service desk and support services. This position will also be responsible for after-hours support to coincide with support schedules.
Proactive monitoring of response times, evaluating user satisfaction levels, and recommendations for improvement. Messaging and collaboration systems management and administration.
Participate in the various user productivity tools and office automation initiatives
Key Accountabilities
Support Operations
IT Service Desk operations
Resolves support tickets and issues
Communicates recurring support issues to his/her Line Manager
Communicates with customers on efforts and resolutions to tickets and issues
Improves customer relations and further develops customer confidence
Escalates support tickets and open issues to the appropriate team member(s) to provide the swiftest of resolutions
Multi-tasks and manages one work schedule efficiently
Participates in on-call duties that are shared among team members
Measure the performance of the service desk via quarterly customer feedback surveys
Messaging and Collaboration Management
Implementing, Administrating, and maintaining electronic mail and groupware systems
Trouble shooting and fixing system problems and service requests, and providing high-level technical support for unresolved service desk issues
Formulating and documenting standard procedures for messaging system administration
Planning, documenting, and testing appropriate messaging-related disaster recovery and/or business continuity systems
Office Automation
Office automation support and identification of requirements and ensuring customer satisfaction
Drive adoption of various user productivity enhancement tools
IT Assets Inventory
Maintain up-to-date and accurate information on the organization’s IT support assets
Management of Internal customers.
Managing the user expectations. Periodic, planned proactive visits to internal customers with reports and requests actions within agreed timeframes.
Create and continuously improve processes by which the support team operates
Enhance the customer experience by fostering an environment of service
Reporting & Analysis
Generate incident and problem reports
Weekly performance reports
Trouble Tickets status reports
Escalations Status Reports
Knowledge, Experience and Qualifications Required
Key Outputs / Metrics
People Interfaces
SLAs and SLAs evaluation reports
Incident Reports
Environment Performance Reports
IT NOC Performance Reports
Operating Companies
Suppliers
Person Specification
Essential role-related, technical skills, qualifications, and, experience
Qualification
Degree in science/Engineering/Computer Science
Microsoft Certified Professional – MCP
ITIL Certification
ICDL Certification
Cisco certification - CCNA
Skills and Experience
2+ years’ experience
in Applications support, Network or System administration environment
Hands-on experience working with messaging and collaboration systems such as Ms-Exchange, Outlook, Active Directory, Google Apps, Blackberry, Android, and other handheld devices
Excellent technical knowledge of PC and desktop hardware
Excellent technical knowledge of PC internal components
Hands-on hardware troubleshooting experience.
Extensive equipment support experience
Working technical knowledge of current protocols, operating systems, and standards
Ability to operate tools, components, and peripheral accessories.
Able to read and understand technical manuals, procedural documentation, and OEM guides.
Have some familiarity with Support Ticketing Systems
Strong customer-service orientation.
Ability to conduct research into PC issues and products as required.
Personal Attributes
Excellent oral communication, listening, interpersonal, and written communication skills.
Willingness to share knowledge with team members, superiors, and users.
Ability to listen to users in a courteous and friendly manner, acknowledge the reality of their problems, translate their descriptions into technical terms, fix the problems, and explain the solutions in terms the users can understand.
Excellent customer service skills, including the ability and willingness to communicate effectively and appropriately in an empathetic and understanding manner.
Self-motivated and directed, with the ability to effectively prioritize and execute tasks in a high-pressure environment.
Experience working in a team-oriented, collaborative environment.
Key Performance Drivers
99.99% SLA adherence
Ensure 99.99% uptime of monitoring systems
95% of the events and incidents are closed within the defined SLAs
Accurate Incident and problem reports availed within 24Hrs of the incident occurrence
95% accuracy on IT Support Asset inventory
100% of client desktops and laptops have the required antivirus and virus definition file
Quarterly customer survey measuring the quality of support services offered (95% positive rating)
Reduction in calls logged into the service desk measured over a whole year in weekly intervals
How to Apply
For more information and job application details, see; Britam ICT Service Desk Assistant Jobs in Rwanda
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