Role Purpose

Support the Infrastructure & Support Section to maintain the Integrity, Security, Efficiency and Performance of the Royal Jet IT infrastructure. Provide user support by attending to support calls or tickets as required, ensuring that response and resolution time SLA\xe2\x80\x99s are met and that all tickets are captured in the system. Provide Tier 1 and Tier 2 level support to users as required. Take Ownership of the IT Service Desk, ensuring all Support Officers are closing tickets within SLA\xe2\x80\x99s and that any escalations needed take place as per process and SLA\xe2\x80\x99s. Ensure Customer Satisfaction is of a high standard, and any escalations are resolved in a professional manner that is satisfactory to the business/users as appropriate. Provide out of office duty coverage as required to ensure complete support coverage to the business.

Operational Accountabilities

• Take Ownership of the IT Service Desk, ensuring all Support Officers are closing tickets within SLA\xe2\x80\x99s and that any escalations needed take place as per process and SLA\xe2\x80\x99s.
• Provide users with on-site or remote Level 1 Desktop support as required.
• Responsible for providing User Support, either as Tier 1 or escalated Tier 2, ensuring all users are supported through adequate IT Support; meeting SLA\xe2\x80\x99s and the Operational Requirements of Royal Jet.
• Ensure all user requests and tasks performed are logged within the IT Service Desk (for yourself and other IT Support officers).
• Action all tickets assigned to yourself as per IT department process of assignment, and ensuring they are resolved within agreed SLA\xe2\x80\x99s.
• Ensure Service Desk SLA\xe2\x80\x99s and KPI\xe2\x80\x99s are met for yourself and other IT Support Officers and are being reported and constantly improved.
• Provide out-of-office duty coverage on mobile and remote access as required by department Duty shifts.
• Provide IT off-site support as required by performing site visits for health monitoring or installing or troubleshooting IT components or services.
• Configure and Deploy assets such as computers and mobiles to users as required. Maintain inventory of those assets as required. Perform Technical Evaluations on assets as per company policies before replacements.
• Ensure all assets are standardized with a model\xe2\x80\x99s catalogue. Ensure the imaging of laptops is set to a standard. Ensure all assets in the company including laptops, printers, scanners, and software licenses are monitored for inventory, compliance, and policy enforcement.
• Raise Purchase Orders for the department using the Inventory Management System (such as Oracle) and keep track of progress on orders, following up with procurement as required. Ensure all assets ordered are captured in asset management systems.
• Assist the Infrastructure & Support Section Head to Configure, Deploy, Install and Maintain networks, servers, desktops, laptops, printers, and other IT peripherals as required.
• Plan, Configure, Install, and maintain structured cabling and active network components as required.
• Upgrade, maintain (Troubleshoot and Fix) all company IT hardware and software as required.

Skills

Knowledge & Experience:

• Minimum 4-6 years of experience in providing IT Desktop Support. Experience with a professional Service Desk system and managing SLA\xe2\x80\x99s. Experience in installing network components and printers and deploying laptops and mobile devices. Experience in asset management. Exposure to these systems a plus: Exchange, BlackBerry, SCCM, and Oracle Procurement.
• University Degree or equivalent.
• ITIL Foundation
• Strong interpersonal and coaching skills with a passion for developing others
• Strong communication skills in both written and oral
• Strong planning, organizing, and integration skills
• Strong knowledge in the development and implementation of policies & procedures
• Meticulous attention to detail
• Strong drive to grow capabilities

Royal Jet