1.  Excellent 2nd3rd line desktop support experience
 Minimum 4 years face to face experience required in Remote Desktop Support role
 Outstanding Call Handling and customer experience
 Outstanding presentation & communication
 High level Triage function (within the assigned Area/region across 7 regions)
 Local language support (as per requirement) as well as English (Written and verbal)
 Coordinate with OEM vendors for warranty and Spare support
 Coordination with Local Client Admin/IS team for Spare management (if any) and consumable support
activities
 Queue Monitoring for call assignment in SLA
 Overflow Queue management
 First Level remote resolution of Desktop Support tickets from all countries
 Drawing up Schedule services Plan
 Understanding of Asset Management system. Performing asset inventory activities as needed
 Works with procurement staff to purchase hardware and software
 Delivering training when required in line with operational requirements
 Support, coach and mentor team members on a daily basis ensuring that skills sets and competencies
within the team are sufficient in order to deliver against individual and team KPI’s
 Monitor day-to-day and communicate KPI’s and SLA’s to team
 Asset and Logistical administration
 Providing fault analysis to various core operating systems and platforms, as well be able provide
support and apply desktop fault resolution for the application suite. Diagnose hardware faults and
provide both remote assistance
and desk side support to various business areas with the support remit
 Providing expertise in all aspects of IT desktop fault function and deployment of all new kit and
peripherals under the Installs, Moves and changes environment
 Ensuring and developing close working relationships with customers in liaison with the Regional
Service Managers and manage any service, project or other delivery issue
 Preparing and submiting monthly and ad-hoc reports to management on RDS support activities
 Ensuring adherence to internal escalations procedure ensuring that concise and accurate information
relating
to the incident are presented
 Ensuring continuous communication with team members on a regular basis
Responsible for associated processes and working instructions ensuring change control methodology is applied
as appropriate