First point of contact and day-to-day technical support to end users.
Accept client requests with phone, email, MS-teams, Skype and helps staffs to get appropriate GTD service to resolve the incident.
Enter call, collaboration tools data in the tracking system (S-MAX)) and generates activity and/or status reports. Assists with overseeing updates on issues to ensure client satisfaction and productivity.
All works will be managed through service-now support – ensure that all reported calls are logged in and managed through S-MAX
Responds to Level 1 Support requests from HUB, APs under the HUB and Grants and Emergency response under the HUB operational areas and works on solutions for users.
Develops checklists and scripts for resolving routine incidents and develop/update knowledge base database for sharing over the international office.
Ensure all emergency base staff get GTD support by any means necessary like TeamViewer, Skype, MS-teams and scheduled and/or critical incident field visit.
Provides the user access services by creating, resetting and unlocking users windows password,
Research trouble issues, which affect multiple clients. (Problem Management) take part in frequent occurring incidents solving mechanism by preparing video tutorials, brief documents and prepare on job training for staff.
Addressing user requests at their spot by regular office level visits to support all staffs at moment.
Conduct regular quarterly monitoring visits in its operational areas and come up with reports that can be used as an input for WV strategic plan and GTD move forward layout
Participate in upgrading of in-house systems ((fixed asset, ORT, ICT4CP, bulk SMS, payroll), and regular support for adopted systems (Horizon, Workday, ProVison, concur, Sun6, WVCentral, etc)
Provide effective support in configuration of Office 365 tools like (outlook, one-drive, Ms-teams and office applications) for staffs.
Provide a regular support for staffs on different department meetings and trainings by using Zoom or Ms-Teams.
Provide regular support for essential business systems like Office 365 packages (Outlook, OneDrive, MS Teams, Box, etc), LMMS, network troubleshooting, productive tools like Microsoft packages.
Take a lead for the deployment of new or upgraded images, software and hardware for multiple clients. And make sure to be implemented on server based on WDS (Windows Deployment Services).
Configures and installs Laptops, Printers, Projectors, Scanners, photocopier, Tablets and mobile devices as per the standards.
Follows established procedures for performing configuration changes, updates and upgrades.
Performs minor repairs to hardware, software, and peripheral equipment, following design or installation specifications.
Provides on-going support of client technology.
Participates in deployment of new or upgrade information technology and infrastructure projects, including assisting co-workers and vendor partners.
Assists with the assessment and analysis of the need for, and with implementing performance upgrades to PCs including installation of new hardware or software on an individual or large-scale basis.
Installs and performs repairs to hardware, software, and peripheral equipment, following design or installation specifications.
Updates configuration management tools.
Develops and documents procedures for performing configuration changes, updates and upgrades.
Provides on-going support of client technology.
Assess/analyzes the need for and implements performance upgrades to PCs including installation of new hardware or software on an individual or large-scale basis.
Designs and deploys client support processes.
Plans and schedules the installation and deployment projects.
Take part in the planning, building, upgrading, and maintenance of client technologies.
Participate on decision making of configuration options.
Assists with outcome investigations for critical incidents and/or problems, from collecting necessary input until designing the resolution process.
Engages the hardware vendors in consultation with HO GTD management on issues to remedy issues or escalates for support.
Monitors and communicates system status to improve our response and resolution SLA
Diagnoses and resolves client laptops, desktops, scanners, printers, 3G/4G-Dongles, Projectors, TVs, Tablets, backup devices and mobile device hardware and software issues.
Creates temporary solutions until permanent solutions can be implemented.
Assists systems, programming and vendor professionals as needed to resolve problems.
Coordinates the resolution of escalated application, hardware and software problems.
Assists with diagnosing and resolving client workstation and mobile device hardware and software issues.
Partners with Network and Systems Administration teams to ensure efficient operations of the desktop computing environment.
Plan, prepare and conduct trainings on different systems and applications (Microsoft office, outlook, OneDrive, Box, teams, …)
Orient new staffs on WVE policies like Acceptable Use Policy, Information Security Policy, GTD processes and WV standard applications
Individual identification of staff’s area of capacity building to make sure that they get equipped with knowledge to make them make use of GTD tools easily.
Advising users on technology developments that can improve their productivity like office 365, advanced spreadsheet programs, web resource management and the like.
Take part in on-Job training and brief on exceptional incidents.
Good Knowledge of IT Technologies: Windows Platform, Microsoft Office, Windows Servers, Smartphones etc.
Strong client service skills and the ability to work under pressure with accuracy and professionalism.
Understanding of Microsoft Active Directory, DNS service and other networking methods and technologies.
Proficiency in the recent Microsoft Windows Collaboration tools MS-Teams, One Drive, Share Point, office 365, Outlook.
In-depth knowledge of Office 365 with collaboration tools (Ms-teams, SharePoint, One-Drive).
Knowledge of Network communication technologies and other WAN/LAN products.
Good knowledge and experience of setting up and supporting Videoconference Facilities (Zoom).
Comfortable using remote access technologies and remote troubleshooting.
Knowledge in data collection and processing tools (Power BI, Kobo Collect, Open Data Kit (ODK), Mobile Data Collection tools)
Excellent communications skills; the ability to listen and then clearly describe the problem and proposed solution.
Excellent written and spoken communication skills in English.
World vision has zero tolerance towards abuse and exploitation of children and vulnerable adults. Every prospective employee, volunteer, and intern is obliged to comply by world vision’s child and adult safeguarding policy."
