What are the responsibilities and job description for the Workplace roll out and IT Service Kiosk Services position at Enterpryze Consulting Ltd.?
EXPERIENCE AND EDUCATION:
Essential Qualifications/Experience:
· Knowledgeable and experienced in the nature of the tasks and activities of the Service
· Incident management
ü Logging, updating and tracking IT issues reported by users in the Purchaser’s IT Service Management (ITSM) ticketing system
ü Troubleshooting hardware and software, including drivers, issues and problems using variety of Purchaser’s toolsets and IT systems
ü Providing resolutions or escalating issues to higher level of support if necessary
ü Note: While troubleshooting to identify faults in hardware is performed as part of the incident management, hardware repairs and/or hardware upgrades are out of scope
· Technical support and assistance
ü Providing on-the-spot assistance with IT-related queries
ü Assisting with setup and configuration of personal devices (e.g. laptops, smartphones)
ü Image the laptops and workstations with baselines provided by the Purchaser
ü Reset to factory default smartphones and tablets
ü Assist with issuance and troubleshooting of smartcards and related certificates
· Asset management
ü Issuing and receiving IT assets such as laptops, smartphones, tablets, workstations, thin clients, and peripherals
ü Managing inventory and ensuring assets are properly tracked and recorded in the Purchaser’s asset management system
ü Ensuring the local inventory is sufficient to respond to incidents immediately
ü Taking accountability for assets in inventory and follow the Purchaser’s procedures regarding asset hand over and disposal
· User education and training
ü Providing on the spot training and education to users on how to use the hardware and software effectively, adhere to IT policies, and mitigate security risks
· Network connectivity and assistance
ü Assisting with connecting to corporate networks, Wi-Fi and VPNs
ü Troubleshooting network connectivity issues
ü Providing credentials to visitors for access to a guest Wi-Fi network
· Feedback and improvement
ü Maintaining comprehensive documentation of support activities, including hardware inventory, software configurations, and resolution steps for common issues
ü Gathering user feedback on the provided IT services
ü Analysing the feedback to identify areas for improvement
ü Implementing changes to enhance the user experience
