Brief Description        

This role has the responsibility to plan, coordinate and provide Technology services and support in all stations (offices and airports) in the designated region.The role manages the implementation and support of technology projects, systems policies, standards and procedures, 3rd Party vendors and technology assets inthe region in order to ensure systems availability, reliability and guaranteed success rate of business operations automation in the region.  This rolealso acts an escalation for incidents that can’t be resolved by the 1stlevel team and acts as a liaison between all Technology sections and the business.

Responsibilities      

As per incident management process and agreed SLA with the business:

• Number of incidents and requests logged accurately.
• Investigation and providing support for all end user requests.
• First level resolution of incidents/service requests.
• Escalating incidents/service requests that they cannot resolve within agreed timescales to the Technology support teams and vendors.
• Communication to the Technology management on major incident progress.
• Problem-fixing all incidents, requests and other calls.
• Provide guidance on the quality of replacement spares and parts.
• Application and network links monitoring, reporting and follow-up for resolution.
• Ensure implementation and enforcement of applications systems support policies in international stations to ensure availability and reliability of systems.
• Receive, classify, prioritize and log incidents and requests on daily basis.
• Build and maintain excellent relationships with all customers of the service desk while maintaining quality and expectations.
• Support and configure end users’ devices on various standard and business applications including email and internet.
• Taking technology users through a series of best practices as well as answering their inquiries and advising on proper use of hardware and software.
• Keep affected customers informed about incident and request resolution progress on daily basis, notifying them of impending changes and or agreed outages etc.
• Implement Service Support policies, plans and strategies relating to ITIL incident, and request Fulfilment and others as may be applicable. Adherence to Technology processes e.g incident management, request fulfillment, VIP support and BCP.

Job Requirements        

• University degree in IT or relevant field
• MCP,
• ITIL foundation certification
• A+ or equivalent
• Vendor based technical training/ certification e.g. HP/Dell/Lenovo etc
• At least 5-10 years’ experience in offering technology support in a busy environment