IT Support

The Helpdesk IT supports the IT Dept. by providing resolutions to employees' calls and queries in a timely manner. Undertakes the installation of new PCs and updates and installs new systems as required.

Key Accountabilities

• Responds to calls on the dedicated helpdesk contact number, understands the problem, logs the calls, advises the user of the resolution time, and follows up with the engineer. Keeps the user up to date about the status and ends the call once a resolution has been provided.
• Identifies and resolves problems involving programs, machines, data, or system software.
• Provides support for the integration of workstation peripheral hardware such as printers, modems, network cards, cables, etc. with vendor-supplied software.
• Installs new PCs, Tablet PCs, configures smartphones for users, installs software, and configures specific software.
• Configures servers on demand by the line manager, adds necessary software, and includes it in the domain along with the security policy.
• Collaborates with colleagues in the ITC team to ensure continuity of service for all users.
• Addresses common inquiries or complaints from customers, management, or members of the ITC team according to design policies and procedures.

Operating Environment, Framework and Boundaries

• Works within a structured environment reporting to the Senior Systems Specialist.
• Follows established policies, procedures, and ITC guidelines.
• Completed assignments or reports are generally reviewed by the manager/supervisor.
• Operates as part of the ITC team within a multinational, multicultural environment, maintaining a high level of positive interaction with clients and employees from diverse backgrounds.
• Adheres to objectives and internal policies to achieve goals and targets.
• Safeguards private/confidential information.

Working Relationships

• Maintains frequent communication with the Senior Systems Specialist to discuss work objectives and with ITC Dept. employees to follow up on work deliverables.
• Engages with vendors and third-party support for calls and tenants as assigned by the Senior Systems Specialist.

Problem Solving/Complexity

• Assigned duties in accordance with defined standards, policies, and procedures, with the flexibility to define own working methods and procedures.
• Independently resolves user issues by researching the best resolution available online.
• Offers users alternate solutions until a permanent fix is agreed upon with second-level support and approved by the Senior Systems Specialist.

Knowledge of SoftwareHelpdesk System:

• Engine Service Desk Plus
• Dynamic CRM
• CRM Software
• Testing Software
• Remote Asset Management Software

In-Class Education Software:

• Schweser Application Software
• In-Class Application Software
• CMA Learning System Software
• Active Whiteboard

Presentation and Board Pack Software:

• Presentation for iPads
• Smart Meeting Rooms Software

Software Deployment:

• Deployment Software
• Cloning Software like Norton Ghost or similar

Court Room Management Software:

• Case Management System – Server and Client
• Video Recording and Streaming for Remote Court Hearing
• Conference Management Application for MICS
• RSS4000 for Recording Audio and Video
• Systems for CCTV Management MultiMax and iNex
• HDX 9004 and 8000 HD Video Conferencing

Generic Software/Applications:

• Professional 2013/2010
• Facility Commander Wnx for Digital Card Printing
• Management System like SharePoint
• End Point Protection
• Enterprise Vault for Email Archiving

Security Applications:

• Iron Port Email Gateway Management for Spam Filtering
• Alto Firewall Management
• NAC Agent
• Secure Printing Solutions

Operating Systems:

• Windows 8
• Server 2012
• Server 2008
• Windows 7

Hardware ProficienciesDesktops Models:

• 8100
• Elite 7300
• COMPAQ DC 7500
• COMPAQ 6000
• COMPAQ 8100

Laptop Models:

• VAIO
• Book Pro
• Elite Book

Printers:

• 8050 AIO Printer
• 6040 AIO Printer
• 880Z Printer
• Desktop Printer
• Card Printer
• 5550 Laser Printer

Servers:

• ProLiant DL380 G8
• ProLiant DL380 G7
• ProLiant DL380 G6
• ProLiant DL380 G5
• ProLiant DL360 G8

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