Partners across IT and with assigned business line(s) to assess, research, and analyze business, technical and system needs in order to resolve business systems issues by recommending technology solutions that meet sponsor/stakeholder needs.
Context is continuity of the user environment (Desktops, Printers& Telephony). Emphasis is on delivery to approved standards and stated objectives.
   
All responsibilities carried out in accordance with Code of Conduct, Company Values and Guiding Principles ensuring adherence to Privacy principles.

RESPONSIBILITIES

Client & Business Support

• Provide 1st and 2nd level technical support for workstation applications, telephony & printer functions.
• Respond within 1hour to requests for client support issues arising from calls made to the service desk and allocated to the support technician.
• Provide implementation and post-implementation support for workstation applications.
• Recommend technology solutions that satisfy sponsor/stakeholder needs continually exploring and assessing options for value-add for clients.
• Perform routine server related maintenance and upgrade tasks

Planning

• Coordinates, with supervisor guidance, small to medium scale infrastructure projects, identifying, tracking and resolving technical issues.
• Prepares detailed technical and procedural specifications in accordance with all Project Office objectives for PLC and documentation.
• Organizes and participates in walkthrough reviews of all technical and procedural specifications, programs and test plans.

Relationships & Communication

• Effectively communicates and builds rapport with team members, stakeholders and interface groups using a variety of techniques and collaboration from initiation to close.
• Facilitates small group meetings for requirements gathering, problem solving and task implementation.
• Uses different tactics for resolving conflicts/issues prior to escalation.

Development

• Continually enhances skills and builds knowledge in all aspects of the organization, the business and information systems.

KNOWLEDGE AND SKILLS REQUIRED

Education/Experience (to enter position)

• Entry level professional requiring good general standard of education
• A relative formal qualification(s) or suitable experience attained through working in a comparable role.

Process Knowledge

• Communication Skills
• Facilitation Skills
• Conflicts and issues resolution and escalation

Business Knowledge

• Business line(s)’ business applications/ processes

Systems Knowledge

• Microsoft Windows Desktop Operating Systems
• Microsoft Office Suite
• Data Networks
• Voice Networks
• Single platforms and familiarity with others e.g. Exchange, Internet, Right FAX
• IT Standards, methodologies, & audit requirements