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IT Desk Side Support Level 1
48,000 people. 49 countries. Over 120 office locations.
We’re not just engineers. We’re a global team of data scientists, consultants, construction workers and innovators all working to create a better tomorrow. Every day, we help customers in energy, chemicals and resources get one step closer to solving our planet’s toughest issues. Climate change. The energy transitions. Digital transformation. And how we can deliver a more sustainable world.
Whatever your ambition, there’s a path for you here. And there’s no barrier to your potential career success.
For more information, visit Worley.com .
Reports to : Location DSS Team Lead ( Direct); Location, IT Group (Functional)
Location: Melrose Arch
Contract type : LDC
Main Purpose of Job:
- Comply with Safety for personal safety and safe working practices. Maintain ZA IT rooms to appropriate standards.
Key Responsibilities/ Accountabilities:
- Demobilisation
- Plan for demobilisations, including equipment recovery
- For remote demobilisations arrange with Site contact for receiving equipment and completing paperwork
- Collect smartphone from user
- Clean data from smartphone
- Collect PC hardware from user
- Un-install non-MOE licenced software for re-use
- Clean data from PC hard drive – backup user profile
- Inform Asset manager
- End of Lease
- Install MOE image on replacement hardware
- Transfer licenced software to replacement hardware
- Copy of user profile and data
- Physical swap-out of hardware
- Inform Asset management of Asset storage/movement
- Clean data from PC hard drive
- Package and dispatch of EOL hardware
- General Support Tasks
- Re-image MOE and non-MOE software to resolve PC issues
- Provides Physical support to end users for computer, application, system, device, access and hardware issues as per tickets logged in SNOW
- Provides remote support where applicable on tickets escalated from the RDSS team.
- Identifies, researches and resolves technical problems of moderate complexity
- Responds to Service Now tickets, P1 and P2 incidents as per priority for technical support
- Documents, tracks, and monitors the problems/tickets/project tasks using applicable systems
- Install software as approved via Software Center
- Resolve DSS tickets that are assigned by the DSS lead
- Relocate hardware for transfers
- Upgrade hardware, as approved
- Keep asset management informed on all types of asset movement within IT
- Manage requests for warranty call
- Manage Loan Devices
- Manage stockkeeping for loan equipment – inform asset management
- Adhere to the Asset Management process for Loan devices
- Manage and maintain device configuration
- Handover of device to user
- Update Asset management on status change, Asset details, User and location Assignment information in Asset management system via Barcode Scanner or manual entry.
- Ensure return of device from user
- Meeting Rooms
- Set-up for meetings / clients
- Proactive Floor walks to be conducted daily to ensure all boardrooms and floor services (Wifi etc.) are in working order
- Provide hands-on assistance to users
- Provide recommendations for improvements
- Mobilisation
- Plan for new mobilisations, including equipment needs as per take on process.
- Install MOE image
- Install and handover to user
- Update asset management on asset details.
- Install specified and approved non-MOE software
- Configure phone and handover to user
- Troubleshoot connection errors
- Multi-Function Devices
- Configure physical printer
- Manage requests for IT related service calls (SN: printer faults managed by print room staff)
- Manage requests for warranty call (SN: done by print staff within location)
- Manage location usage reporting requirements
- Office Build Outs
- Work with DSS Lead to support on comms hardware and set-up activities for new sites
- Support LAN / patching hardware and set-up
- Install and validate hardware installation
- Troubleshoot and resolve issues
- Manage requests for service call
- Provide input for project scope and estimating
- Support DSS lead with DSS scope during execution
- Transfers
- Move the PC and related hardware
- Troubleshoot incidents related to the move
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Essential Skills/Experience:
- Skills/ Competencies:
- Technical troubleshooting of a wide range of notebook\desktop and infrastructure systems
- Knowledge of ITIL practices is desirable
- Dell Certified is desirable
- Expert in ServiceNow process and reporting capability
- Office 365 Support
- Education/ Minimum Requirements:
- Degree or certificate in IT Services area, or equivalent experience in IT Services role.
- ITIL Service Management Foundation Certification / ISO 20000 methodologies desirable
- A+ certification
- N+ certification
- Windows 10
- Experience:
- 8+ Minimum of 3 to 5 years experiences in a I.T service Delivery technical customer service role
- Broad understanding of ECPM industry, and related IT Services requirements desirable.
- Understanding of IT Services enablement
- Experience with Windows desktop operating systems and applications
- Experience with Dell Hardware and Logical troubleshooting of IT incidents and Requests
- Able to prioritize work load according to ticket priority along with analysis of downtime to customers
- Proficient in Microsoft Word, Excel, Outlook and Teams (Office 365)
- Knowledgeable with a Helpdesk ticket tracking system e.g. ServiceNow
- Exceedingly strong customer service orientation and attitude
- Strong analytical and problem-solving abilities
- Strong oral and written English relevant language skills
- Flexible, positive, organized, results oriented, able to adapt easily and creatively to new environments
- Practice continuous self-improvement
- Quick learner, work effectively in a team and independently
- Strong interpersonal communication skills with respect to customers, colleagues, superiors, and other professionals
- Willingness to learn new thing’s ability to pick up new skills quickly
- General:
- Completion of relevant training of Worley HSE policies, methodologies, processes and procedures – and competence in deploying them.
- Display safe behaviours, Take 5
- Strong communication skills – verbal, written and formal presentation.
- Demonstrable coaching skills
- Influencing skills.
- Other languages desirable
- Experience in defining and implementing new processes
- Availability and willingness for occasional travel
- Works within documented processes. Is able to identify where new procedures or processes are required.
- Important. Presents the “human face” of IT Services to business operations and enacts many of the Services provided by IT Services.
Location :Johannesburg, Gauteng
Closing Date :Feb 23, 2022
HOW TO APPLY
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