Data Centre First Line Support at a Global ICT Solutions Company

 Employment Nigeria 30-Sep-2016 NIGERIA , IT and Telecoms   Customer Service  

MacTay Group - Our client, a global ICT solutions Company, is currently seeking to employ suitably qualified candidates to fill the vacant position below: 

POSITION : Data Centre First Line Support

Job Description

  • Provide general first level technical support to end users organisation-wide.
  • Support the Service desk and respond to all assigned helpdesk calls.
  • Assist in maintaining issues/request log.
  • Ensure accurate and prompt logging of all requests/ issues unto the central database.
  • Assist in providing first-level 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.
  • Implement/comply with pre-defined L1 service management policies and procedures.
  • Assist in administering internal customer satisfaction surveys to obtain feedback on Service 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 Line Manager

Requirements

  • First degree or equivalent in a relevant discipline.
  • Minimum of two (2) years relevant work experience.


Sorry the application deadline for this job has elapsed



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