Requires a Cover Letter?: 
no
Application Submissions Guideline: 

Application Process:

All interested candidates shall apply throughout the below link

Only applications received through this link are considered for an interview

https://careers.wvi.org/jobs/lebanon/information-technology/ict-customer...

Contact Person Name: 
Joyce Mtanous
Contact Person Email: 
Description: 

MAJOR RESPONSIBILITIES:

PROJECT PLANNING:

Provides input during project planning and requirements phase.

Comprehensive project plan.

%15

Handle Service Desk

Technical support and documentation of end user requests and problem resolution

First point of contact and day-to-day technical support to end users.

Responds to Level 1 and 2 support requests via the IT Ticketing system

Enters call data into the tracking system.

Provides user access service.

Diagnoses problems by evaluating multiple options.

Develops checklists and scripts for resolving routine problems.

Escalates problems when necessary.

Documents problem status and resolution in tracking log.

%10

Ensure Client Technology Support

End users have required technology.

Technology conforms to IT standards.

End users receive required technical support for hardware and software issues

.

Coordinates the deployment of new or upgraded images, software and hardware for multiple clients.

Configures and installs desktop PCs, peripheral equipment, laptops and other mobile devices.

Follows established procedures for performing configuration changes, updates and upgrades.

Performs minor repairs to hardware, software, and peripheral equipment, following design or installation specifications.

Provides on-going support of client technology.

%10

Responsible for Technical Support

Provides technical support to meetings that include video conferencing.

Monitors and communicates system status.

Diagnoses and resolves client workstation and mobile device hardware and software issues.

Creates temporary solutions until permanent solutions can be implemented.

Assists systems, programming, and vendor professionals, as needed to resolve problems.

Customer satisfaction achieved for video conferencing services.

End users receive required technical support for workstation and mobile device issues.

Use of technical expertise to resolve problems quickly.

%25

Ensure Security and Inventory Management

Maintains passwords and users credentials to assure systems security and data integrity.

Adheres to the integrity of controls, regulations and guidelines.

Maintains IT inventory management for all IT equipment and/or software in accordance with company policy and procedures.

Passwords and user credentials are secure.

Maintenance of complete and accurate IT asset inventory.

%15

Service Improvements and Level Management

Collaborates in the development of service-level objectives and takes steps to meet or exceed targets.

Explains service procedures to clients.

Follows up in a timely manner to ensure customer satisfaction.

Keeps performance metrics.

Identifies recurring and potential problems and notifies team members.

Recommends procedures and controls for service improvements.

Recommends ideas for improving queue time, abandoned call rates and first contact resolution.

SLAs are met or exceeded

Problems identified and resolved quickly to maintain or improve customer satisfaction levels.

Improved service levels.

%15

Ensure Documentation, communications and training

Creates, modifies and reviews documentation of issues resolutions.

Documents solutions to common problems and responses to frequently asked questions.

Creates and submits documented resolution to Knowledge Base.

Alerts team members about recurring problems.

Communicates updates on issues in a timely manner to ensure client satisfaction and productivity.

Participates in integration and user acceptance testing.

Communicate suggestions on backup and recovery procedures.

Trains co-workers on new or existing functionality or services.

Complete and accurate documentation for use within the IT organization

High level of customer satisfaction and productivity.

End product meets business needs.

Improved business continuance procedures.

Staff up-to-date on functionality and services being supported.

%5

Participate in Research and Evaluations

Makes suggestions for the design of a standard set of] integrated products (standard image) by recommending hardware and software products to meet client requirements.

Recommends products to clients by understanding needs and referring to corporate standards list.

Hardware and software products that meet client requirements.

Product recommendations in compliance with corporate standards.

%5

Perform other duties as required

Attend and participate in capacity building trainings locally and internationally.

Attend and participate in WVL’s spiritual nurture and other organizational events.

Abide by the security policies and procedures and report any incidents or breaches to line manager and / or security manager.

Report Child Protection incidents as per the safeguarding policy guidelines.

Perform other duties as assigned by the Line Manager

KNOWLEDGE, SKILLS AND ABILITIES:

Bachelor’s Degree in Computer Science, Information Systems, or other related field. Or equivalent work experience.

Demonstrated working knowledge of basic to moderately complex hardware and software products and problem solving / diagnostic skills.

Typically has 0 to 1 year of IT work experience.

Willingness and ability to travel domestically and internationally, as necessary.

Effective in written and verbal communication in English

The position requires ability and willingness to travel domestically and internationally

Expired

NOTE:

Daleel Madani, the civil society network, serves as a platform for organisations to post their professional opportunities, but is not involved in the recruitment process. The hiring organisation is solely responsible for the job and candidate selection.

Last modified: 
25 Nov, 2020
Intervention Sector(s):
Children & Youth
Application Deadline:
Wednesday, 2 December 2020
Contract Type:
Full Time
Period of Employment:
1 year
Salary
N/A
Salary Range:
1500 to 2000 (USD)
Education Degree:
Bachelor Degree
Education Degree Details:
Experience Requirements:
2 to 3 years
Arabic Language:
Good
English Language:
Good
French Language:
Good
Country/City: 
  • Lebanon
  • Beirut
randomness