ICT Support Trilingual - repost

MAIN ACCOUNTABILITIES:

• Diagnose and solve ICT-related calls, incidents, problems

• To act as a 1st line of support

• Active tracking & tracing of open calls, incidents & changes.

• Install, register and test on client hardware and software

• To provide statistical information and reports when required.

• Administer changes in ICT equipment

• Knowledge of other areas of ICT

KEY PERFORMANCE INDICATOR’S (KPI’s):

• Agreed service levels

• Accuracy

• Functionality of systems

• Accuracy

• Timeliness

• Completeness

• Correctness of information

• Skills outside of own area of expertise

PURPOSE OF THIS POSITION:

• To provide a single point of contact for all ICT related requests.

• Ensures that requests are properly logged, assigned and responded to in a timely manner and according to agreed standards and procedures.

• Provide first level support to Users for systems, products, services.

• Own all calls to resolution.

• To provide statistical information and reports when required.

• Proactively work to achieve a high level of first time fixes.

MAIN CONTACTS:

Configuration Centres and support teams, 3rd party companies contracted to supply equipment/services, ICTS Change & Release Manager, CESC, ICT Service Delivery & Support Manager, Regional Service Support & Delivery Managers, Procurement, Finance and various Business Users.

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Project ID: #5390209

About the project