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 PC’s for and updates and installs new systems as required.

Key Accountabilities

• 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
• in the identification and resolution for a problem involving a program, machine, data or system software
• support for the integration of work station peripheral hardware such as printers, modems, network cards, cables, etc. with vendor supplied software
• the installation of new Pc’s, Tablet Pc’s, configure smart phones for users, installs software and configures specific soft wares
• servers on demand by the line manager, configures the server with necessary software, adds it to domain along with the security policy
• with colleagues in the ITC team to ensure continuity of service for all users
• to common inquiries or complaints from customers, management, or members of the ITC team according to design policies and procedures

Operating Environment, Framework and Boundaries

within a structured environment reporting to Senior Systems Specialist

according to the established policies, procedures and ITC guidelines

the completed assignments or reports are generally reviewed by manager / supervisor

and operates as part of the ITC team within a multinational, multicultural environment having a high level of positive interaction with clients and employees of a wide variety of backgrounds

within objectives and internal policies to achieve goals and targets

and safeguards private / confidential information

and Working Relationships

frequent communication with the Senior Systems Specialist to discuss work objectives and the ITC Dept. employees to follow up on work deliverables

with vendors, 3rd 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 given the flexibility to define own working methods and procedures.

be independent in resolving user issues by searching the best resolution offered on the internet

users by offering them alternate solutions until a permanent fix is agreed with the second level support and approved by the Senior Systems Specialist

Knowledge of below Software’s

Helpdesk System :

Engine Service desk plus

Dynamic CRM

CRM software

Testing Software

remote asset management software

In Class education software :

and 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

and cloning software like Norton Ghost or alike

Court Room Management Software :

Case management system –server and client

video recording and streaming for remote Court hearing

Conference management application for MICS

for interpreting and audio recording

RSS for recording audio and Video

systems for CCTV management MultiMax and iNex

HDX and HD video conferencing

Generic Software’s / Applications :

Professional /

Facility Commander Wnx for digital card printing

management system like SharePoint

System

Management system based on RFID

Smart Software

End Point Protection

fax Software

for Desktops and iPads

for messaging

Professional

Enterprise Vault for Email archiving

Device Management

Barcode reader and scanner

Software for Immigration

Scanning system

Security Applications :

Iron Port Email gateway management for Spam filtering

Alto firewall management

NAC agent

Me for secure printing

Call Manager

Operating Systems :

Server

Server

Hardware proficiencies

Desktops Models

Elite

COMPAQ DC

COMPAQ

COMPAQ

Laptop Models :

VAIO

Book pro

Elite Book

Printers :

AIO Printer

AIO Printer

Z Printer

Desktop Printer

Desktop Printers

Card Printer

Laser printer

Servers :

ProLiant DL G8

ProLiant DL G7

ProLiant DL G6

ProLiant DL G5

ProLiant DL G8