IT Support Officer at Linx Networks Ltd

Job Title:  IT  Support  Specialist  (2nd Line,  Reporting  and  Monitoring)

Division: IT Support Division 

Reports To :  IT  Infrastructure  and Operations  Manager General  information The Information Technology (IT)  Section forms  part  of  the  Corporate  Services Division (CSD)  and  serves  as  a  focal  point  to  establish technology  standards  of  relevance  to  the Secretariat’s  local  environment, while applying  and  support ing  the use  of  computer technology to  enhance  staff  productivity and  improve  the  quality of  the Secretariat’s output. The Section contributes to  the Secretariat’s  IT  strategy and  contributes to  the proper  selection of  technologies  by providing  informati on on advanced and  appropriate technology, systems  analysis  and  software  acquisition.  The section aims  to  assist  all programme  areas  in  meeting  their  specific  information requirements  and  plays  an active role in  the building  and  upgrading  of  the skills and knowledge  of  staff  in  the use  of computers  and  relevant  software  applications. The Support  team’s  role is  to  ensure  that  the existing  office  and associated systems  are fully functional at  all times, therefore  contributing  to  staff  productivity and  imp roving  the quality of  the Secretariat’s  output. The team  is  also  involved in recommending  and implementing  new  systems  and  upgrades  as  appropriate. The team  also  plays  an active  role in  the building  and  upgrading  of  the skills  and  knowledge of  staff  in the use  of  computers  and  relevant  software  applications  as  well  as  supporting  a network of  desktops, servers  and  associated printers  and  peripherals.

Job  summary

The IT  Support  Specialist  is  responsible  for  providing  technical  support  for  a full  range  of business  technology, including  computer  systems  (hardware  and software), network infrastructure, telecommunications circuits, mobile devices, telephone systems, and  audio-visual equipment. S/he must be able to independently assess a reported problem or  failure using diagnostic methods and tools, determine the likely cause and take  appropriate action to resolve the problem in a timely manner. Often collaborating with  other resources (both internal and external), the IT Support Specialist must understand  system interdependencies and avoid unintentional interruption of services during  troubleshooting and problem resolution. The IT Support Specialist (2nd Level and Reporting) reports to the IT Infrastructure and  Operations Manager who has overall responsibility for the service desk. 

Task description

The post-holder:

• Maintains full ownership of 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 Lessons Learnt 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 performance reports.
• Ensures accurate logging incidents, service requests, access requests and changes.
• Ensures that for every call and/or reported event a ticket is created in both  a timely and accurate manner. This one call/one ticket method provides  effective tracking of all incidents and service requests. In the cases where a  single incident has effected multiple users, this method of creating a ticket  for each reported instance and attaching it to a master ticket will allow for  impact analysis on the outage.
• Ensures updates to the Knowledge Base (KB) with all troubleshooting performed  and, if applicable, the resolution are made.  9. 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 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.
• Manages analyst 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.
• Supports room based video conferencing.
• Reviews call logs and trends.
• Any other tasks or projects assigned by the IT Service and Infrastructure Specialist. 21.  Provide occasional out of hours support.  

Person specification Education / Qualifications

Degree in IT or related discipline.

ITIL foundation.

MCSE. Experience Functional:

• 1. At least 5 years’ experience of coordinating Service Desk activities in a busy fast  paced Service Desk environment.
• Good understanding of ITIL in principle particularly in the Service Operation space,  covering Service Desk , Incident Management, Problem Management and Knowledge  Management.
• Understands and has a strong appreciation the 'frontline' role service desk  operations have on shaping the overall relationship between IT and the business. 4. Passionate about customer service and ability to handle challenging customer  conversations.
• Ability to prioritise under pressure.
• Good knowledge of server operating systems with particular focus on Windows  Server 2008 / 2012 Active Directory.