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Key Accountabilities (not all-inclusive, within delegated authority): Working in the SCOPE Unit, under the direct supervision of the SCOPE Service Support Manager, the Senior IT Assistant (Service Desk Analyst) will be responsible for the following duties:
Work in a shift as per the roster (the service operates on 24/7/365 basis. Shift duty is mandatory including nights and weekend shifts.)
Manage the resolution of problems, design knowledge base, workaround and presentation on the known errors:
Monitor the implementation of policies, procedures and standards of SCOPE and make the necessary corrections where necessary; participate in change advisory board;
Identify commonly recurring requests for assistance and provide advice on how these can be prevented or minimized, through training, user awareness, changes in configuration etc.
Receive incidents and service requests through phone, email or any other medium and log them as tickets in the Incident Management System. To assign the priority to the tickets based on Urgency and Impact of the issue;
Perform analysis, diagnosis, and resolution of complex IT problems for end-users, and recommend and implement corrective solutions for remote users as needed;
Troubleshoot the issues by remote connection to user’s machine under different environments. To troubleshoot, interpret problems by using manual or automated diagnostic programs, and resolve recurring technical difficulties.
Carry out Configuration Management to track Configuration Items (Cis) and the dependencies between them, such as but not limited to SCOPE devices. Communicate with clients and follow up on all open and pending tickets. Log issues and escalate tickets to various technical groups where necessary
Maintain a very high level of FCR (First Contact Resolution Rate) to regularly develop troubleshooting flowcharts, utilization and contribution to knowledge management resources to achieve faster resolution and higher FCR
Perform the activities under the direct supervision of the SSS support lead and undertake additional tasks as required; work a shift system as per the roster. (The service operates from 8 a.m. until 8 p.m. weekdays and from 9 a.m. to 5 p.m. at weekends and public holidays. Shift duty is mandatory)
This is not a full definition of the role but covers the main aspects and drivers for success.
Qualification and Experience
Education: Bachelor’s degree in Computer Science, Information Systems, or other relevant field.
Experience: Three or more years of progressively responsible support work experience in IT, SCOPE and/or related field.
Desirable Skills: IT consultant with software analysis profile, familiar with WFP delivery mechanism processes, electronic money transfer systems and SCOPE platform.
Language: Fluency in both oral and written communication in English is essential
Deadline for applications: 2nd August 2017. Only short-listed candidates will be contacted.