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Job Descrption

To provide first level support to the end-users for accessing business applications. This is to help end-users achieve their business targets.

Accountabilities
• Provide IT Desktop support to the company for achieving its business objectives.

IT Support
• Assisting end-users with the installation, configuration, and ongoing usability of desktops, laptops, printers, MFPs, photocopy machines, fax machines, and all peripheral equipment.
• Providing end-users proper access to business applications namely VIBS, CPN, PPN, and the email system.
• Providing end-users access to LAN or WAN wherever applicable.
• Maintaining end-user data on the file server by configuring private access to information.
• Maintaining all related passive components used for LAN/WAN infrastructure, including maintaining and dressing of the desktops and networking racks installed in the MDF and IDFs.
• End-user first level support for voice communication.
• Providing Internet access and ensuring users have access... to only whitelisted sites.
• Monitoring and suggesting desktop performance upgrades, and controlling desktop inventory using LanDesk.
• Transferring daily backup tapes to off-site.

IT Security
• Maintaining desktop security systems using end-point Symantec protection to avoid virus/spyware, malicious software, or desktop penetration.
• Maintaining desktop external ports to avoid accessing/installing third-party applications.
• Maintaining the latest updates of the Windows security patch for all desktops.
• Undertaking routine security preventive actions to avoid or mitigate threats that might harm the network.

Operational
• Performing support duties to meet specific operational objectives.
• Using Case Management and attending to issues within a proper response time.
• Regularly checking desktops for patch updates, the latest version of anti-malicious security software, and the LanDesk agent.

Personal Development
• Maintain and develop own skills and technical knowledge through a development plan agreed with the line manager.
• Arrange an annual appraisal with the line manager in accordance with the company’s appraisal process.

Key Performance Indicators
• Number of repeated incidents
• % of service requests resolved within an agreed-upon period of time
• % of outages due to planned changes

Education/Qualification, Skills, Competencies and Experience

Identify the recruitment specifications needed to perform this job at a fully acceptable level

a. Education/Qualification
• Bachelor degree in Management Information Systems, Information Technology, Computer Information Systems, Computer Science, or any equivalent degree.
• Microsoft certification is an added value.

b. Experience
• 3-4 years of experience in troubleshooting desktops, printers, MFPs, and peripheral equipment.
• Strong working knowledge of Microsoft-based products with emphasis on MS Office, Windows XP, Exchange Server, and Server 2008.
• Experience using administrative tools and working knowledge of AD, WIN 2008, WIN XP, Exchange 2010, DNS, DHCP, Ethernet, and TCP/IP networking.

c. Skills
• Problem Solving
• Technical IT knowledge
• Excellent verbal and written communication
• Hands-on practicality
• Well-groomed, able to work under pressure and multitask
• Exposure to a multicultural environment

d. Competencies

Core
• Customer Focus – 3
• Organizational Commitment – 3
• Quality Orientation and Accuracy – 3

Job Specific
• Analytical Thinking – 3
• Commercial Awareness – 3
• Strategic Thinking – 3
• Professional Knowledge – 3

Job Dimensions

Number of Staff: 0

Location:
#J-18808-Ljbffr

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