PURPOSE OF POSITION
Zonal ICT Coordinator is responsible for responding to customer requests by diagnosing and resolving problems and for supporting the ongoing technology needs of all employees by providing Level 2 and 3 help desk support, and assisting with leading and coordinating the activities of the client technology services and support area of IT. They work with a broad range of infrastructure products and complex client technology services and support area of IT. They work on multiple projects concurrently as a team member or as a technical lead
Individuals in the.
Customer Support members respond to requests for IT support, logging problems, generating trouble tickets, attempting to diagnose and resolve problems, and if necessary, escalating the problem to the appropriate level of expertise. They are responsible for documenting solutions to problems and developing end-user guidelines. On an ongoing basis, they work to improve customer support processes and practices. In addition, they evaluate and recommend client software and hardware and write proposals for purchasing new or upgraded products.
Individuals in the Customer Support job familyrequire an understanding of the foundation architecture, hardware and software used by the organization. They demonstrate skill in various custom or packaged hardware and software. They have the ability to gather information on issues and have diagnostic capabilities to enable them to describe or resolve problems. These individuals ensure that client needs are addressed and resolved in accordance with service level agreements.
List statements describing the final results of this position and method of accomplishments, and how results/performance are reviewed and measured. Begin with the most important accountabilities.
End Results Expected
Comprehensive project plan and milestones that meet the needs of the client.
Technical support, documentation and reporting of end user requests, status and resolution.
Resolution of reoccurring issues.
Collaboration with vendors for solutions to client issues.
CLIENT TECHNOLOGY SUPPORT:
End users have required technology.
Technology conforms to IT standards.
End users receive required technical support for hardware and software issues.
Configuration management tools are up-to-date with documented procedures for changes, updates and upgrades.
Customer satisfaction achieved for video conferencing services.
End users receive required technical support for workstation and mobile device issues.
Use of technical expertise to resolve problems quickly.
Operation processes are in compliance with integrity controls, security policies, standards and procedures.
Identification of changes needed to improve processes or maintain compliance.
Up-to-date and accurate IT asset inventory.
SERVICE LEVEL MANAGEMENT:
SLAs are met or exceeded.
Customers are satisfied with services received.
Improvements recommended for achievement of customer satisfaction goals.
Problems identified and resolved quickly to maintain or improve customer satisfaction levels.
Improved service levels.
Reoccurring service problems are identified and resolved quickly.
Successful testing and end product meets business needs.
Staff up-to-date on functionality and services being supported.
Training needs assessment developed based on analysis of issue trends.
Complete and accurate documentation for use within the IT organization.
Creation and on-going maintenance of product/Issue resolution documentation for knowledge sharing within IT/end-users.
High level of customer satisfaction and productivity.
Communication of technical information that can be understood by someone with or without technical knowledge.
Improved Business continuance procedures.
Hardware and software products that meet client requirements.
Product recommendations in compliance with corporate standards.
Transfer of knowledge in multiple areas of expertise.
KNOWLEDGE, SKILLS AND ABILITIES
Minimum education, training and experience requirements to qualify for the position:
List additional work experiencerequired as a minimum qualification for this position.
License, registration, or certification required to perform this position:
If applicable, include language requirement(s)as a minimum qualification for this position.
ITIL , Customer Support Certification
Effective in written and verbal communication in English.