Regional System Technical Support Lead – World Food Programme

KEY ACCOUNTABILITIES (not all-inclusive)
The Regional Service Support Lead will:

Receive incidents and service requests through phone, email or any other medium and log them as tickets in the Incident Management System. To assign the priority to the tickets based on Urgency and Impact of the issue;
Provide in-country direct support during go-live operations including but not limited to on-site or remote training;
Manage the resolution of problems, participate in knowledgebase design, participate in development of work-around and presentation on the known errors;
Provide application management services to countries where it related to relevant master data, user management and intervention setup activities;
Monitor the implementation of policies, procedures and standards of SCOPE and make the necessary corrections where necessary; participate in change advisory board;
Identify commonly recurring requests for assistance and provide advice on how these can be prevented or minimised, through training, user awareness, changes in configuration etc;
Perform analysis, diagnosis, and resolution of complex IT problems for end-users, and recommend and implement corrective solutions for remote users as needed;
Troubleshoot the issues by remote connection to user’s machine under different environments. To troubleshoot, interpret problems and provide technical support for hardware, software, and systems. To analyse problems by using manual or automated diagnostic programs, and resolve recurring technical difficulties;
Carry-out Configuration Management to track Configuration Items (CIs) and the dependencies between them, such as but not limited to SCOPE computers, software tools and utilities, POS terminals, and other SCOPE devices.
Communicate with clients and follow-up on all open and pending tickets. Log issues and escalate tickets to various technical groups where necessary;

Job Details

Posted Date: 2019-07-21
Job Role: Support Services
Company Industry: Community/Social Services/and Nonprofit

Preferred Candidate

Career Level: Mid Career