Customer Service Assistant
Posted on :
22-04-2024
Employer Active
1 Vacancy
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Job Description
Req ID : 2420361
JD End User Computing / AV Support Analyst
Purpose and Scope
Our Client is embarking on a major transformation journey that focused on improving value, deepen market presence, and capture product innovation and At the core of this transformation is the Company s Digital business aiming to further strengthen its leadership position through the modernization and innovation of its technology The candidate will be responsible for all end user computing support and delivery of group defined
Role and Responsibilities
Provide assistance, knowledge and user support in all aspects of IT to ensure the company business gets maximum benefit from IT systems
Technical support to Desktop, Local Area Network (LANWiFi) and all business
Perform system changes and developments to any of company systems and applications to agreed standards and
Install standard business desktop/laptop Images to an agreed
Configure and install appropriate hardware/software to the user s desktop in a professional manner and timescale in order to meet business
Provide basic hardware/software configuration, fault finding and problem
Conduct routine maintenance, monitoring and administration on IT systems, hardware, network, and business
Provide video and audio-conferencing system support to end users
Supporting D&T projects/initiatives
Liaise with external support organisations to ensure their service meets company business requirements Service Desk, Telecoms provision and
Answer technical queries and meet operational service levels
Ensure own work satisfies quality requirements and is documented to departmental standards with all associated databases
Work as a team member and share knowledge with
Work to agreed personal development plans to broaden the skill range available for all systems and application
Generate KPI s and reports to publicise and share details on the IT service and IT
Provide user training, hints and tips and other user assistance as required on company s systems and
Provide purchasing advice to and purchase IT equipment on behalf of the business, place orders and manage the stock of IT equipment and
Be available to support the business during out of core hour working
Overall management and delivery of Unified Communication, Telephony, Audio Visual and Video Conferencing products/
Proactively supports and operates solutions and takes measures to enhance processes and improve service
Monitoring of Unified Communication, Telephony, Audio Visual and Video Conferencing Infrastructure to ensure optimal service
Support local and overseasremote offices Unified Communication, Telephony, Audio Visual and Video Conferencing
Manage incidents and requests from
Administration and patching of Unified Communication, Telephony, Audio Visual and Video Conferencing products/
Job requirements
A sound range of IT skills, which need to be kept up to date in line with IT developments in the
Have a basic understanding of the desktop and LANWiFiWAN technical domains, involving familiarity with a wide range of environmental components and support
Good knowledge of computer hardware, Windows and Mac operating systems, and software applications
Good understanding of mobile / smart devices, Android, and iOS
Good working knowledge of video conferencing platforms, Zoom, BlueJeans, Skype for Business
Good working knowledge and experience in managing Office365 and Azure
To demonstrate the ability to acquire and apply new technical knowledge, be able to work without close
Work to high professional and personal standards in a disciplined manner to agreed standards and procedures and maintain appropriate databases and documentation
The ability to work within a complex technical environment and able to perform tasks and resolve problems on a variety of systems and applications
The ability to work within a team and be willing to share learning and to learn from
Possession of good verbal and written communication
Maintain good personal skills and an ability to cope with potential
Qualifications and Experience
IT / engineer related diploma from polytechnic or degree from university
Microsoft Certified Systems Engineer (MCSE) or a COMPTIA certification would be
ITIL Foundation V3 would be beneficial
Thoroughness for investigating and monitoring systems and tenacity for resolving the root cause of
Familiarity with professional development standards
Thorough knowledge of IT products and the marketplace
Maintaining a good network of contacts within IT and within the business
It is beneficial to have experience in the following technical support areas Windows operating systems, LAN / WiFi / WAN, Office 365, Office products Outlook, Internet Web Browsers, Skype, Zoom,
BlueJeans messaging and
Preferably has background and knowledge in IP-based Unified Communication, Telephony, Audio Visual and Video Conferencing technology
Technical working knowledge of on premise and/or hosted contact center solutions, features, and capabilities, IVR and common business call
Preferred Skills
Strong interpersonal, communication and presentation
Must be analytical, self-driven and proactive in keeping up with new technologies and attention to
Independent worker with initiatives, resourceful, positive attitude, friendly deposition, good team player and able to deliver results within tight
Experience of project management tools and techniques to assist in major Information Technology implementation
Some on-call or after-hours work may be required
End User Computing / AV Support Analyst
Employment Type
Full Time
Company Industry
Department / Functional Area
Key Skills
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