IT Support

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

Key Accountabilities

• Handle calls on the dedicated helpdesk contact number, understand the problem, log the calls, advise the user of the resolution time, and follow up with the engineer. Keep the user updated about the status and close the call once a resolution has been provided.
• Identify and resolve problems involving programs, machines, data, or system software.
• Support the integration of workstation peripheral hardware such as printers, modems, network cards, cables, etc., with vendor-supplied software.
• Install new PCs, tablets, configure smartphones for users, and install / configure specific software.
• Configure servers on demand by the line manager, including software installation, domain addition, and security policy application.
• Collaborate with colleagues in the ITC team to ensure continuity of service for all users.
• Address common inquiries or complaints from customers, management, or ITC team members according to policies and procedures.

Operating Environment, Framework, and Boundaries

Operate within a structured environment reporting to the Senior Systems Specialist.

Follow established policies, procedures, and ITC guidelines.

Complete assignments or reports that are generally reviewed by a manager or supervisor.

Work as part of the ITC team within a multinational, multicultural environment with high levels of positive interaction with clients and employees of diverse backgrounds.

Work within objectives and internal policies to achieve goals and targets.

Safeguard private and confidential information.

Working Relationships

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

Coordinate with vendors and third-party support for calls and support as assigned by the Senior Systems Specialist.

Problem Solving / Complexity

Perform duties according to defined standards, policies, and procedures, with flexibility in defining working methods.

Resolve user issues independently by researching solutions online.

Offer users alternative solutions until a permanent fix is found and approved by the second-level support and the Senior Systems Specialist.

Knowledge of Software

Helpdesk System :

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 software 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 hearings

Conference management application for MICS

Interpreting and audio recording systems

RSS for recording audio and video

Systems for CCTV management (MultiMax and iNex)

HDX and HD video conferencing

Generic Software / Applications :

Professional and Facility Commander Wnx for digital card printing

Management systems like SharePoint

RFID-based management systems

Smart software

Endpoint Protection

Fax software for desktops and iPads

Messaging software

Enterprise Vault for email archiving

Device management

Barcode reader and scanner software

Immigration software

Scanning systems

Security Applications :

IronPort Email Gateway management for spam filtering

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