REMOTE DESKTOP SUPPORT

 



RDS (Remote Desktop Support)
Job Description
·       
Providing expert input to the service
requirements definition process, writing and/or reviewing documentation
describing Level 1, 2 and 3 Services
·       
Performs comprehensive knowledge
transfer with incumbent service provider and clearly documents all
learnings and findings.
·       
Communicate comfortably and effectively
with customers and management
·       
Demonstrable Subject Matter Expert on
Service Desk
·       
Expert knowledge of Service Desk
functions in line with ITIL standards, including Incident, Problem and
Request Management;
·       
Familiarity with Service Management Tool
suites and other technologies used in the Service Desk and Remote
Desktop support environment, and their appropriate adoption by client
and supply-side agencies.
·       
Deep understanding of the interfaces
between remote and on-site first line contact and second and third line
resolver groups;
·       
Good/expert knowledge of typical user
support workflows and an understanding of the capacity and management
of the same;
·       
Excellent communication (verbal,
written, listening) and influencing skills.
·       
Provide advanced hardware / software /
network problem diagnosis / resolution via telephone for customer’s end
users
·       
Document knowledge articles based on
resolutions identified
·       
Route problems to internal I.M. support
staff
·       
Coordinate and manage relationships with
vendors and support staff that provide hardware / software / network
problem resolution
·       
Use the Call Tracking System to document
and manage problems and work requests and their respective resolutions
and circumvention's
·       
Ensure adherence to the published
compliance frame work. Monitor by conducting periodic audits to ensure
all compliance aspects are adhered to; analyze and publish reports on
the findings; discuss with the concerned stake holders and follow up on
the clos
·       
To keep self-abreast of the changing
paradigm through reading, research, feedback and competitor analysis to
ensure that the process design has the next/best practices
Principal Accountabilities
·       
Designated above plus:
·       
Work closely with help desk peers in
cross-training, development/implementation of operational excellence
procedures and fostering teamwork.
·       
Work closely with I.M. support staff to
obtain technical knowledge and to permanently solve problems.
·       
Projects: perform effectively as project
team member as required for help desk projects and internal
assignments.
·       
Training: Be willing to participate in
on the job training designed to enhance skills and support
capabilities.
 
  Knowledge,
skills & experience
·       
Education – any formal background will
be considered, IT background preferred.
·       
Analytical and systematic problem
solving skills required.
·       
Excellent written and communicational
fluency expected.
·       
The following will be considered an
advantage:
·       
          Help
desk, remote desktop experience with problem solving involving
hardware, software, applications, and networks.
·       
          Phone
support experience.
·       
Advanced Technical helpdesk experience.
·       
Technical & customer specific
training will be provided.
·       
Work may be designated for any shift
time (24/7 support) so nighttime and holiday availability may be
required.











  What we offer:
▫ Life insurance.
▫Major Medical Expenses Insurance.
▫Minor Medical Expenses Insurance.
▫Savings Fund.
▫Food vouchers.
▫30 days Christmas bonus.
▫12 days of vacation in the first year as dictated by law.