ICT Helpdesk Analystli

eliver effective and efficient administration of user network and systems accounts and set-up, installation and configuration of hardware & software.
Diagnose, document and escalate issues to other support teams within ICT as needed.
When necessary, act as part of the Emergency Response Team within region of employment.
When necessary, assist with elements of office setup and closedown within region of employment.
Assist with the translation of instructions or procedures.

Key Deliverables:

Issues are attended to (by telephone, Email or through Christian Aid’s helpdesk software) professionally and competently.
A high number of problems and requests are resolved “first time” by following standard procedures and the appropriate use of initiative.
Escalated issues are passed to other ICT teams in an appropriate way, having first been triaged and diagnosed as far as possible.
Internal customers are highly satisfied with the level of support provided.
Changes are well managed.

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