User Support Technician at Deloitte 

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Deloitte is the largest private professional services network in the world. Every day, approximately 330,000 professionals in more than 150 countries demonstrate their commitment to a single vision: to be the standard of excellence, while working towards one purpose – to make an impact that matters.

Job Description

ROLE: User Support Technician

Role Summary

The role of the Helpdesk personnel is to serve as the first and major point of contact to all users for all IT services. He/She will help provide first level support to IT incident logs and service requests from users. He/She will report to the West Africa USS Team Lead and Ghana IT Manager.

Responsibilities

  • Take full ownership of all logged incidents, problems and request fulfilment in an end-to-end and timely manner while communicating update to affected users within approved SLA.
  • Utilize technical resources and support procedures to resolve users’ IT challenges and ensure a high customer satisfaction for all logged incidences, problems, and service requests.
  • Maintain an updated employees’ and general IT assets inventory of the organisation in an effective manner.
  • Develop users’ usage manual and guidelines for basic IT application and infrastructure services.
  • Diagnose and provide 1st level support to all user’s hardware and software reported incidents with IT tools are provided to them in a timely manner.
  • Provide CUG telephone lines to users and help users to escalate and resolve issues with the concerned telephone service providers when required.
  • Escalate all unresolved issues to upper ties supports and/or supervisor in accordance with the established escalation processes.
  • Work as an effective team member to provide support to other IT teams when required.
  • Support and participate effectively on all organisational capabilities initiatives and operations to ensure success.
  • Perform other assigned duties effectively and timely.
  • Operation and maintenance of all meeting room and training room communication infrastructure to ensure a high service availability and quality of service experience to users.

Key Performance Areas

  • Ensure Continuous Service 20%
  • Manage facilities 20%
  • Manage Performance and Capacity 20%
  • Manage configuration 20%
  • Organisation Capability-Support 20%

Qualifications

Educational Requirements/Professional Qualifications

  • Possess a BSc degree in Computer Science, IT Management or equivalent.
  • At least 3 years’ experience post National Service in technical helpdesk/user support.
  • ITILv3/CCNA/and or certification in BCP will be an added advantage

Person Specification

  • Ability to diagnose and resolve problems.
  • Strong knowledge of Microsoft Windows OS/ MS Office Applications.
  • Superior customer service and support skill.
  • Strong problem resolution, judgement, and decision-making skill.
  • Excellent communication skills- both written and verbal.
  • Able to work under pressure with little or no supervision.
  • Ability to manage information flow and dissemination on a need-to-know basis
  • Effective time management for workflow and delivery of results
  • Ability to plan and prioritize workloads in order to meet agreed deadlines
  • Good organizational and planning skills
  • Ability to take initiatives, be proactive and forward thinking
  • Attentive to details
  • Team player

Click here to read more and apply

Closing Date : 29th March. 2022

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