User Support Technician - Deloitte

Job Description

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%