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  • Posted: Sep 20, 2021
    Deadline: Sep 30, 2021
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  • Growth in Value Alliance (GV Alliance) Partners is a business advisory and market intelligence services firm. Our objectives are to assist organizations to achieve their growth aspirations by providing market intelligence, strategy blueprint, IT solution delivery expertise and business operation improvement capabilities. GVA Partners is also a l...
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    Service Desk Engineer

    Job Summary

    • We requires the service of a highly skilled Service Desk Engineer who has the ability to articulate solutions clearly and confidently to end users and a high degree of technical knowledge across a broad range of technologies and products including; Hosting (Linux and Windows), firewalls and/or WAN (wide area networks) technologies.

    Job Description

    • Assist in maintaining issues/request log. Ensure accurate and prompt logging of all requests/ issues unto the central database.
    • Assist in providing first-level phone support on IT related issues and escalate more technical issues requiring location visits to appropriate second-level/expert support teams within the unit.
    • Escalate to the Network and Infrastructure Support team, all LAN/WAN/Server downtimes and hardware operational issues e.g. network connectivity, printing errors, drive failure, etc.
    • Escalate all enterprise solutions-related issues to the Enterprise Solutions Support.
    • Provide first-level instructions on software installation and configuration e.g. client applications, anti-virus utilities, printer drivers, etc.
    • Provide continuous user application and system support to the call centre and other relevant IT units.
    • Communicate resolution of faults to end-users/ request initiators.
    • Assist in developing programmes for training end users on self-help tips and office application usage.
    • Ensure security of all workstations through proper installation and regular updates of an effective anti-virus program on every workstation.
    • Implement/comply with pre-defined service desk management policies and procedures.
    • Assist in administering internal customer satisfaction surveys to obtain feedback on helpdesk efficiency where necessary
    • Liaise with relevant unit/ team/function in carrying out all relevant activities.
    • Attend team/divisional/departmental meetings as required.
    • Provide guidance and manage the performance of subordinates where applicable.
    • Prepare/compile agreed periodic activity and performance reports for the attention of the Manager, Service Desk.
    • Perform any other duties as assigned by the Manager, Service Desk.

    Requirements

    • B.Sc in Computer Science or any other related discipline with at least 5 years experience.
    • Knowledge of Microsoft Office packages and other computer application such as trouble ticketing.
    • Strong knowledge of delivering support in a mixed Microsoft and Apple environment including support of Windows 7/10, OS X, and Microsoft Office suite.
    • Proven troubleshooting methodology and a desire to solve challenges.
    • Basic working knowledge of Active Directory, DNS and DHCP.
    • Basic understanding of network principles (IP addressing, subnets, routing, switching.
    • Working knowledge of antivirus, backups, and virtualization.

    Method of Application

    Interested and qualified candidates should send their Resumes in (MS World or PDF) to: [email protected] , [email protected]  using the Job Title as the subject of the email.

    Note: Never pay for any training, certificate, assessment, or testing to the recruiter.

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