Summary
Date Posted: Monday, January 30, 2023 , Base Salary: Not Disclosed

JOB DETAILS:
Duties and responsibilities.
Primary functions
• Provide End User Hardware, Software and Applications/Service support to Q-Sourcing Servtec Tanzania (QSST) staff both in Dar es Salaam and at Project sites ensuring optimal performance of end user computing devices, end user facing services and applications throughout QSST.

Key result areas
• To act as a single point of contact for phone calls and emails from staff regarding IT issues and queries
• Receive, log and managing calls from internal staff via telephone and email.
• Maintain an Asset Database and track changes.
• Troubleshoot hardware, software, and network problems, diagnosing and solving identified faults, undertaking and or coordinating repairs and replacement of equipment as may be necessary.
• 1st line support – troubleshooting of IT related problems from in-house software to hardware, such as smartphones, tablets, Laptops, PCs and Printers
• Escalate unresolved calls to the Line manager.
• Log all calls in the Service Desk Call Logging system (QSS Helpdesk Application)
• Take ownership of user problems and follow up the status of problems on behalf of the user and communicate progress in a timely manner.
• To maintain a high degree of customer service for all support queries and adhere to all service management principles.
• Provide statistics for the weekly Service Desk report on call trends.
• Publishing support documentation to assist staff with requests for information & provide staff training if required.
• Basic Active Directory knowledge. Creating user accounts, reset passwords, create groups, etc.
• To actively participate in appropriate ad hoc IT projects as advised by Line Manager
• To adhere to all QSS Group policies and procedures, with specific attention to DPPA, security and privacy requirements
• To undertake other duties and responsibilities reasonably consistent with the role as may be required from time to time by line manager.

Health & Safety:
In carrying out the tasks in this job description you have a duty (under Health & Safety standards) to take reasonable care for the health and safety of yourself and that of others. This implies taking positive steps to understand the hazards in the workplace, to comply with safety rules and procedures and to ensure that nothing you do, or fail to do, puts yourself or others at risk. This includes contributing to a safe and secure environment for people who use our services.

To remain vigilant and do everything possible to protect people who use QSS platform services, and others, from abuse of a physical, emotional, sexual, neglectful, financial, or institutional nature. This includes an absolute requirement to report any incident of this nature you witness, hear about, or suspect.

Key Performance Indicators
Service Availability: How readily Support is available to the end-user, as per expected performance, quality, and dependability.
• Support Tickets Closed per Employee/Staff
• Mean Time to Resolve (MTTR): average time taken to resolve a support ticket.
• Mean Time Between Failure (MTBF): time between failures; Network and Workstations
• Mean Time to Failure (MTTF): system uptime after a possible issue has been resolved.
• % Of System Onboarding Support Tickets Completed under 4-hour call cycle
• 1st Contact Issue Resolution Rate
• IT Project Cost Variance

Educational and Experience Required:
• Bachelor’s degree Computer Science, Information Technology, Computer Engineering or the related
• At least 1 years’ experience in a busy ITIL compliant environment providing IT support to staff at a reputable organization including but not limited to field staff
• Working knowledge and expertise with a variety of end user software, hardware, and applications
• Proficiency use of MS Office 365 Suite and Adobe Illustrator
• Good understanding computer networking topologies
• Working knowledge of unified communications – voice and video conferencing systems and related collaboration tools
• Good knowledge of Windows Desktop Operating Systems and other Windows Applications
• Good understanding of IT service management practices and tools based on ITIL.
• Good troubleshooting skills
• ITIL Foundation, CCNA, or equivalent experience is desirable.

Work Hours: 8

Experience in Months: 12

Level of Education: Bachelor Degree

Job application procedure
All candidates who meet the criteria outlined as above are encouraged to send their CVs/Resumes to: recruitmenttanzania@qsourcing.com not later than 03rd February 2023

Only shortlisted applicants will be contacted.

This position is open for Local only.

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