Vacancy Details
| Job Title: | Service Desk Specialist | |
| Date Posted: | 16/11/2020 | |
| Closing Date: | 02/12/2020 | |
| Company: | DAL Group Co. Ltd. | |
| Job Classification: | junior-level (1-4 years) | |
| Job Category: | Customer Services | |
| Location: | Excellence Center, Sudan, Khartoum |
Position summary:
Responsible for providing technical assistance and support related to computer systems, hardware, or software. Responds to queries, runs diagnostic programs, isolates problem, and determines and implements solution.
Main Duties & Responsibilities:
Technical/ Operations:
a) Answering the help desk phone and responding to trouble tickets sent via email to the help desk group email.
b) Validating each IT request with a personal follow-up visit (phone call or email) by the customer IT representative.
c) Opening and closing customer IT trouble tickets and managing status locally. All trouble tickets/requests will be documented using the customer-provided tool.
d) Providing customer IT-related more support within client headquarters and the remote laboratories.
e) Troubleshoot, resolve or escalate those problems or incidents correctly, and document all of the foregoing.
f) Use of a variety of resources including co-workers, support teams, knowledgebase, etc. to resolve customers technical issues.
g) Provide excellent interpersonal communication skills to support the delivery of outstanding customer service in a team-based environment.
h) Explain basic concepts or procedures in a clear, concise, easy-to-understand manner for a large and diverse customer base who utilizes a wide variety of in-house developed and off-the-shelf applications.
i) Providing asset management services and support.
j) Troubleshooting and fixing IT hardware & software issues (personal computers and peripheral equipment).
k) Scheduling, following-up, and coordinating with users.
Knowledge Accountabilities:
1. Understands the business trends, drivers, and requirements for DAL and contribute to the business and ICT strategies.
2. Keeps current with the latest laws, regulations, leading practices, and applicable standards related to ICT.
3. Shares technical knowledge collaboratively with Change and Configuration Lead/Seniors.
Corporate Accountabilities:
1. Delivers exceptional service to business and ICT stakeholders.
2. Acts as a visible role model for colleagues and team members.
3. Completes activities and produce outputs (e.g. documents and reports) to a high standard of quality.
4. Identifies opportunities for continuous improvements when undertaking the day-to-day activities.
5. Identifies opportunities for innovation when undertaking the day-to-day activities.
6. Complies with all DAL Group and ICT values, policies, procedures and standards.
Minimum Qualification & Experience:
- Bachelor degree in Computer Science, ICT Engineering, or a related field.
- Experience: 2 to 4 years of experience within the ICT field.
Required Skills & Knowledge:
- Component Integration (B2)
- Solution Deployment (B4)
