End User Support
Ghana
Full Time
Entry Level
Job Summary:
Participate in decision making and collaborating with the other IT teams in department wide
projects. Plot team assigned work schedules and ensure that support coverage and on-call schedules are defined and communicated accordingly. Support ticket auditing is needed to ensure all of the team's tickets
are handled within the established SLAs.
Job Responsibilities:
● Complete detailed reports listing requests to technical assistance, steps taken to resolve
them, and the
specific dates/individuals involved
● Act as the initial point of contact for all computer and system related concerns from clients or
other
employees
● Assist management in creating training materials pertaining to computer troubleshooting and
usage
● Organize and file documentation pertaining to warranties and instructional guides for
computer
hardware
● Maintain a working log detailed all required system updates, as well as the date of completion
● Attend in-person meetings with clients to analyze, troubleshoot and diagnose hardware
problems
● Resolve technical issues related to network interruptions
● Install and configure computer systems and applications within the company
Job Qualifications: (Knowledge, Skills, Experience)
● 3+ years of relevant functional experience in similar roles
● Exceptional customer-facing skills
● Good knowledge of escalation procedures, incident management, and other disciplines
related to
service delivery with an foundational understanding of ITIL (Information Technology
Infrastructure
Library) principles
● Time-management skills and the ability to establish reasonable and attainable deadlines for
resolution
● Comfortable working in and assisting others through company help desk software, such as
Zendesk in
addition to other remote access desktop programs
● Accept constructive criticism and customer feedback regarding their experience with software
or IT
services
● Extensive experience working with different operating systems including Windows and Mac
OS, Virtual
Desktops and other systems
● Ability to prioritize and manage several milestones and projects efficiently
● Professional written and interpersonal skills are essential when communicating with
customers and
clients
● Experience installing and configuring computer systems and applications for a large company
Participate in decision making and collaborating with the other IT teams in department wide
projects. Plot team assigned work schedules and ensure that support coverage and on-call schedules are defined and communicated accordingly. Support ticket auditing is needed to ensure all of the team's tickets
are handled within the established SLAs.
Job Responsibilities:
● Complete detailed reports listing requests to technical assistance, steps taken to resolve
them, and the
specific dates/individuals involved
● Act as the initial point of contact for all computer and system related concerns from clients or
other
employees
● Assist management in creating training materials pertaining to computer troubleshooting and
usage
● Organize and file documentation pertaining to warranties and instructional guides for
computer
hardware
● Maintain a working log detailed all required system updates, as well as the date of completion
● Attend in-person meetings with clients to analyze, troubleshoot and diagnose hardware
problems
● Resolve technical issues related to network interruptions
● Install and configure computer systems and applications within the company
Job Qualifications: (Knowledge, Skills, Experience)
● 3+ years of relevant functional experience in similar roles
● Exceptional customer-facing skills
● Good knowledge of escalation procedures, incident management, and other disciplines
related to
service delivery with an foundational understanding of ITIL (Information Technology
Infrastructure
Library) principles
● Time-management skills and the ability to establish reasonable and attainable deadlines for
resolution
● Comfortable working in and assisting others through company help desk software, such as
Zendesk in
addition to other remote access desktop programs
● Accept constructive criticism and customer feedback regarding their experience with software
or IT
services
● Extensive experience working with different operating systems including Windows and Mac
OS, Virtual
Desktops and other systems
● Ability to prioritize and manage several milestones and projects efficiently
● Professional written and interpersonal skills are essential when communicating with
customers and
clients
● Experience installing and configuring computer systems and applications for a large company
Apply for this position
Required*