Trade is the lifeblood of the global economy, producing jobs and raising people’s standards of living all across the world. DP World exists to improve the global trade flow, expanding the possibilities for the customers and communities we serve throughout the world.
The Help Desk Analyst’s responsibility is to guarantee that computers operate properly so that end users may complete business tasks. This includes receiving, prioritizing, documenting, and actively responding to end-user help requests. Problem resolution may include the use of diagnostic and help request tracking tools, as well as the individual providing in-person, hands-on assistance at the desktop level.
Key Performance Areas:
Reactive Support:
- Respond to inquiries courteously: Helpdesk specialists are the initial point of contact for technical concerns, answering questions by phone, email, chat, and in person.
- They document contacts by logging support requests, tracking issue resolution, and documenting measures taken to maintain accurate records and knowledge sharing.
- Resolve user difficulties: This involves diagnosing hardware and software issues, answering technical queries, and advising on how to use applications and systems.
- When concerns surpass their knowledge, they refer them to the relevant team (e.g., network engineers, security specialists) for further investigation and resolution.
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Proactive Support:
- Strategy and planning: examine documented resolutions and identify trends and patterns to avoid future issues.
- Monitor systems: They actively monitor network performance, system health, and user behavior to detect potential issues before they affect users.
- Maintain system documentation, which includes updating user guides, FAQs, and knowledge base articles to ensure that users have access to accurate and current information.
- Develop training materials: They may design training materials and hold user sessions to teach staff about new technologies and applications.
- Identify and implement system enhancements: They examine user feedback, identify reoccurring problems, and propose ways to improve system efficiency and user experience.
System updates and new technologies:
- Basic system maintenance chores include installing software updates, configuring user accounts, and resetting passwords.
- Assist project deployments by providing technical assistance and user training on new systems.
- Participate in disaster recovery activities to enable quick system restoration in the event of disruptions.
- Stay current with technology advancements and industry best practices to always improve their skills and knowledge base.
Qualifications Required:
- Bachelor’s Degree (B.A., B.S.) or similar combination of education and experience in information security, computer science, management information systems, or related curriculum.
- CompTIA A+ or other relevant IT certifications
Experience and Skills Required:
- 1-2 years of experience in a technical support job (recommended).
- Experience with diagnosing hardware and software issues.
- Experience with common operating systems (Windows, macOS, and Linux).
- Experience working in a customer service setting.
- Proficient with Microsoft Word, Excel, and PowerPoint.
- Proficient at diagnosing computer hardware and software issues.
- Understanding of network principles (TCP/IP, DNS, and DHCP).
- Knowledge of basic scripting and automation tools.
- The ability to interpret system records and diagnostics.
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Mode of Application:
By submitting your resume and application information, you permit DP World to send and store your information in the global recruiting database, as well as to distribute such information as needed for the purpose of evaluating your qualifications for this or other job openings.