Executive, Field Support
2 weeks ago
Purpose
Conduct day to day field support operations including incident management, problem management, service request management, access management to meet the Service Agreement Levels (SLAs). Where required under direction support the deployment of projects.
**Responsibilities**:
Service Operations - Conduct day to day service operations. Identify and log incidents / problems, restore normal services and minimize adverse impact on operations
Service Requests - Provide a channel for authorized users to request and receive standard services for which a pre-defined approval and qualification process exists
Prioritization - Assign trouble tickets to agreed service levels through prioritization, incident recording, recognition, resolution and follow up
Access Control - Provide appropriate access rights for authorized users and prevent access from unauthorized users
Release Control - For solution transitioning to operations, verify if solution meets the defined and agreed-on set of criteria which will be used to assess the readiness for go live
Field Support
- Resolve tickets requiring field support mobilization as per the SLAs at the identified locations
Problem Management - Maintain knowledge database and manage problem resolution
Manage the inventory or hardware and software in the region
Ensure local infrastructure is properly documented
Hardware and infrastructure has maintenance plans in place
All software locally is correct licensed before installation
Initiate request for new hardware/software and they are receipted on delivery/installation and updated on the help desk system if required
Generate Purchase Orders for IT related invoices, obtain approval and ensure good receipt done to ensure prompt payments
Requirement
Degree holder, preferably related to information technology
**Professional Certification**: ITIL
**Experience**: At least 2-3 years of relevant IT service delivery experience preferably in a Global company
**Specialized knowledge**:
Knowledge of service request and service desk processes, procedures and policies
Good understanding of service development and operation tools
Customer management skills
Microsoft Desktop solutions including Windows 7/10, Office 2016/365 (including SharePoint Online, Teams), Active directory, Skype for Business
Basic Networking skills
VOIP and Video conferencing, CISCO Solutions preferred
Antivirus solutions such as Sophos Endpoint
Desktop Imaging Software - LAN Desk preferred
Smart Mobile Phones, provisioning in the enterprise and support
Writing of Documentation/Training material - conducting training
**Skills and Abilities**: Good communication skills, proactive/good initiative
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