IT Support Officer at GIG Logistics

JOB DESCRIPTION

• Maintains work schedule and responsible for Installing and configuring computer hardware, software, systems, networks, printers, and scanners
• Provides adequate monitoring and maintenance of computer systems and networks
• Responds in a timely manner to service issues and requests
• Provides technical support across the company (this may be in person or over the phone)
• Sets up accounts for new users
• Repairs and replaces equipment as necessary
• Tests new technology
• Maintains full ownership of Help-Desk ticket through its lifecycle and Incident Management process. Ensuring all elements of the process, including Major Incident Management  are implemented and operationally managed.
• Maintains the Asset Management System and Devices Log.
• Maintains various Policy and Procedure documents.
• Provides first call resolution or triage for all calls.
• Provides reports to an agreed schedule (or on request), including management summary, KPIs and detailed work reports.
• Ensures updates to the Knowledge Base (KB) with all troubleshooting performed and, if applicable, the resolution are made.
• Utilizes the KB and other support documentation to identify, isolate, diagnose and resolve end users technical problems and provide information and status as requested.
• Completes initial diagnosis and progress all issues in a timely fashion to meet customer SLAs, resolving the incidents wherever possible.
• Escalates tickets to the appropriate Specialists/Technicians if required.
• Forward tickets/requests to 3rd party suppliers where necessary and manage progress of these through to closure.
• Monitors Risks, Issues, Action Logs and Dependencies.
• Manages service desk mailbox and Email System.
• Manages technician performance on a monthly basis with focus on adherence to SLA achievement, customer focus, proactive problem solving and incident avoidance, expected telephony occupancy.
• Schedules engineers to conduct incident activity.
• Works with engineers to resolve incidents.

Job Type: On-site (Full-time)
Required Years of Experience: 2-3years