Second line Hardware & Software Support Analyst at PPC Limited

Description:

Key Roles & Responsibilities:

• Monitoring the existing ticketing tool and request portal, taking responsibility of the assigned tickets and solving the problem within SLA and finally bring it to closure to satisfaction of customer.
• Responding to customer queries based on the status of a logged ticket, intimate Customer up-to-date on the progress of a problem tickets/request and ensures that problem tickets/requests are updated and promptly closed out within SLA.
• Monitoring the status of a ticket or related tickets to ensure timely follow-up, also managing the queue of tickets assigned in a timely manner.
• Responsible for tracing, troubleshooting and resolution of hardware faults.
• Administration, configuration and installation of network printers on the network in all SPDC operating locations.
• Handling data restoration on the server and on crashed machines.
• Liaise with other ITWork streams for dependent support assistance where and when required.
• Ensuring that incidents records are being kept up-to-date with relevant details.
• Raising of problem ticket to determine the root cause analysis of incidents.
• Prompt feedback on closed and incidents pending resolution for end to end knowledge on status of call tickets raised.
• Feeding back to location co-ordinators and the team leads on initiatives to improve ideas for both process and support tool improvements.
• Escalation of irresolvable issues to location head for intervention.
• Liaison with HP service centre for necessary Hardware warranty issues for Laptop, desktops, workstations, printers, monitors and all HP devices and accessories requiring warranty replacement.
• Providing 2nd line support for hardware and software support to GI-D servers.
• Resolution of all hardware, software and desktop related issues within SLA.

Education

• HND/BSc. Degree in Engineering / Sciences
• Professional Qualification/Certification/Training
• Microsoft Certified Professional (MCP)
• Microsoft Certified Systems administrator (MCSA)
• IT Infrastructure Library (ITIL) foundation certification
• HP Accredited Platform specialist

Experience

2 years

KEY COMPETENCIES REQUIREMENTS

• Technical
• Microsoft SharePoint 2010 for Information Workers
• Microsoft Certified Technology Specialist (MCTS)Windows
• Quality Customer Service Training
• Information Technology Infrastructure Library (ITIL) Foundation

Behavioural:

• Good communication skill
• High ability to keep a positive attitude despite the challenges encountered.
• Ability to relate well with others, empathize and manage customer expectations.
• Ability to anticipate problems seek out new solutions and initiates positive actions.
• Commendable ability to multitask, prioritize and deliver within tight schedule.
• Highly developed verbal and listening skills.
• Proven troubleshooting and problem-solving ability