Vacancy for DC First Line Support Officer at Lightning Networks Limited

Operational Job Description and Responsibilities·         Provide general first level technical support to end users organisation-wide.·         Support the Service desk and respond to all assigned helpdesk calls.·         Assist in maintaining issues/request log. Ensure accurate and prompt logging of all requests/ issues unto the central                 database.·         Assist in providing first-level support on IT related issues and escalate more technical issues requiring location visits to             appropriate second-level/expert support teams within the unit.·         Escalate to the Network and Infrastructure Support team, all LAN/WAN/Server downtimes and hardware operational                   issues e.g. network connectivity, printing errors, drive failure, etc.·         Escalate all enterprise solutions-related issues to the Enterprise Solutions Support.·         Provide first-level instructions on software installation and configuration e.g. client applications, anti-virus utilities, printer           drivers, etc.·         Provide continuous user application and system support to the call centre and other relevant IT units.·         Communicate resolution of faults to end-users/ request initiators.·         Assist in developing programmes for training end users on self-help tips and office application usage.·         Implement/comply with pre-defined L1 service management policies and procedures.·         Assist in administering internal customer satisfaction surveys to obtain feedback on Service  efficiency (where                         necessary).·         Liaise with relevant unit/ team/function in carrying out all relevant activities.·         Attend team/divisional/departmental meetings as required.·         Provide guidance and manage the performance of subordinates (where applicable).·         Prepare/compile agreed periodic activity and performance reports for the attention of the Manager, Service Desk. 

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