Responsibilities:

• Provide second-line IT investigation and diagnosis.


• Resolve and close incidents and service requests as per help desk procedures and allocated timelines.


• Escalate unresolved incidents and service requests within agreed timescales.


• Log incident and service request details per help desk procedures.


• Communicate with customer regarding incident progress.


• Ensure tickets are always updated until issues are resolved.


• Conduct customer satisfaction callbacks and surveys.


• Complete GET IT training for On-Site Support Analysts.


• Comply with Quality, Health, Safety and Environment policies and IT policies.


• Liaise with customers, other IT support groups and third-party providers when necessary.


• Perform staging of PCs.


• Maintain Global Asset Management database with updates related to the assigned hardware.


• Perform Install, Move, Add and Change tasks.


• Perform hardware and software maintenance and support.


• Participate in IT team and follow up on objectives and key performance objectives. Troubleshoot and resolve PC incidents and VIP requests. Liaise with third-party suppliers for hardware repair.


• Assist with SISC on IT security issues and virus elimination.


• Assist local Server Team when server maintenance is required.


• Assist in infrastructure setup and renovation project at location including the network devices, Lenel ePACs, CCTV, servers, network equipment/wiring, and A/V and UC Systems. Work with Distributed Services, Systems, Network Support and Event Management teams.Coordinate spare asset inventory.


• Maintain asset management.


• Assist local Network Team when network equipment maintenance is required.


• Present to and educate customers on IT solutions, methods and tools to increase their efficiency.


• Organize and schedule UseIT training in location to match key performance objectives requirements.


• Participate in GeoMarket projects to accomplish common objectives. Participate as a key person in IT Domain structure.


• Supervise suppliers to perform maintenance, IMAC of IT equipment. Identify improvement areas and propose solutions.


• Design and build small applications to automate processes and address a business requirement.