IS Monitoring, SERVICE DESK/First Level Support Engineers

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Publiée le 13.03.2018


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Secteur d´activité:
Informatique, SSII, Internet
Offres d´emploi:Voir toutes nos annonces
ITGStore est une société de services, d’intégration de services et d’infrastructures IT. ITGStore est basée au Cameroun et dispose des... lire la suite

Détails de l'annonce

Poste proposé : IS Monitoring, SERVICE DESK/First Level Support Engineers

Missions :

  • Provide first line fault resolution.
  • Custodian of all live incidents within duty period
  • Perform escalation in line with agreed policies and procedures.
  • Responsible for Customer communication and escalations
  • Responsible for business impact analysis of major incidents across business sites and escalate all major outages as defined in the Major Incident Management Process
  • Service availability testing for end user service restoration
  • Direct interface between IS and end users in telephonic, electronic or hands-on systems faults resolution throughout the organization.
  • Responsible for Logging all reported faults into service management application – BMC Remedy.
  • Attempt online incident resolution and assign or escalate to other lines of support for further action where applicable.
  • Responsible for new user account creation.
  • Initiate and maintain unique communication strategies with end-users on a variety of IT related issues including developments in applications, systems, security, and expected downtimes.
  • Assist in promoting the goodwill of IS Service division by offering quality customer service to end-users.
  • Provide first line and 2nd line support to identified IS customer facing applications and services
  • Responsible for escalating and raising problem records for recurrent business user issues
  • User education and awareness on new services and products
  • Identification and creation of relevant CTIs on Remedy based on trends and interaction with end users
  • Incident classification and categorization
Profil recherché pour le poste : IS Monitoring, SERVICE DESK/First Level Support Engineers
  • First degree in any discipline preferably computer science or engineering
  • ITIL Foundation Certification
  • MCSA and above (Microsoft Certified Systems administration, details to be provided to CUSTOMER for verification)
  • Minimum of 3 years' experience in IS Service / Help Desk / Service Delivery including hands-on technical service provisioning
  • Working knowledge of Incident Management process and Service Desk function in line with ITIL standards
  • Working knowledge of desktop environment (Operating systems, hardware, and software) and IT service management software
  • Working knowledge of iPad, Android and other mobile devices support
  • Effective and Efficient Customer Service
  • Effective Communication Skills
  • Interpersonal and team work skills
  • Sound technical documentation skills
  • Customer focused and open minded
  • High level of commitment, accountability, integrity, confidence, can-do attitude and attention to detail
  • Basic end user application support – Active Directory, MS Office suites etc.
  • Basic Application systems knowledge (Financial Systems, Billing systems etc.)
  • Good report writing, problem solving and analytical abilities
  • Ability to multi task
Critères de l'annonce pour le poste : IS Monitoring, SERVICE DESK/First Level Support Engineers
Informatique, nouvelles technologies
Secteur d´activité:
Informatique, SSII, Internet
Type de contrat:
Douala - Yaoundé
Niveau d'expérience:
Expérience entre 2 ans et 5 ans
Niveau d'études:
Bac+5 et plus

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