This is a function that reports to the Infrastructure Manager to provide support in country infrastructure, including servers, communication, PC and other peripherals.
Responds with the appropriate degree of urgency to problems and requests from the Help Desk for user support.
Provides server and other equipment set-up support to in-country projects with an IT element.
Maintains hardware and resolve problems either through personal action or by organizing resolution through a third party.
Configures servers to handle increasing business and an expanding user base within the context of relevant Emerging Markets Information Services’ policies and procedures.
Monitors and ensures that the PBX and other Comms equipment are working optimally and escalate where necessary.
Deploys and commissions new servers, including the installation of operating systems and other software.
Installs and updates all antivirus software.
Ensures the functionality and accessibility of all peripherals (such as scanners and printers) plus hand held units.
Ensures all IT related documents i.e. process and procedure manuals, policies, forms etc in the department are reviewed in line with any agreed update.
Sends reports monthly on all quality related issues within the department.
This is a function that manages the Helpdesk teams which acts as the interface between the DHL user community and the IS Department for the managing, reporting and registering of all problems and service requests.
To provide first-line technical support.
Supervised and managed the Helpdesk Team in the absence of my manager
Provided desktop support function for DHL’s over 400 users i.e. call picking, logging, incident resolution, escalation, follow-up and ticket closure.
Primary interface between DHL NG helpdesk and the Global DHL Helpdesk e.g. global project management such as global email migration; problem escalations using HP Openview Servicedesk application.
Communication of resolution/progress reports to the users.
Provided IS asset management functions
Ensured that Agreed procedures, system support documentation & methods are adhered to.
Ensured that the Service Level Agreement with users are met or exceeded.
Liaised with Service Providers, Contractors and Vendors; inventory, purchases, repairs and maintenance of IS Assets.
Ticket management and Periodic Reporting (Call Monitoring, Service Performance, Scorecard) - Analysis and Reporting
Managed a knowledge-base or user-based documentation relating to all IT systems issues, telephony, and remote internet.
Provided Desktop Support and Field Support for all users in the office
Assisted in building PCs for new employees
Monitored all Service Desk Application with HP Service Desk.
I am an IT professional with over 5 years in the areas of Service Delivery, User Supports and Quality Management. From my CV you will see that I have held different positions in which I have effectively provided support needed in diverse situations. Throughout my career I have strived to keep business objectives in the forefront, focusing on business imperatives in every project on which I have worked on. My success is defined by my dedication, team approach, leadership and strong interpersonal skills. An acknowledged leader with excellent communications skills, I have proven to be a respected and valued resource. Skilled at identifying problem areas and recommending remedial action, I am confident that I will be an asset to you as well. My resume is enclosed and details of my professional qualifications. I look forward to hearing from you so that we can discuss more about how my strengths align with your needs.