Recrutement IS Monitoring, SERVICE DESK/First Level Support Engineers

Recrutement Offres d'emplois  Cameroun
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Intitulé du poste : IS Monitoring, SERVICE DESK/First Level Support Engineers

Poste basé à : Douala & Yaounde

Prise de poste : Dès que possible

Type de contrat :

Salaire : Selon profil

Nb de poste disponibles : 01

Minimum Qualifications :

  • 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

Job Roles & responsabilities:

  • 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

Pour postuler, envoyer un courriel à au plus tard le vendredi 30 mars 2018 à 15heures.

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