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ROLE & RESPONSIBILITIES

The Village Support Analyst is Responsible for the proper and accurate integration of solutions in ESAP, guaranteeing that technical standards are met and shared, while ensuring specificities of the zone are properly anticipated and communicated; following the Technical Guidelines provided by the IT Engineering & Admin Support Group for the proper operation of the IT environment.

Point of contact for technical support.
Responsible for supervising day to day operations of the Village IT Helpdesk;
Accountable for the support operation in Villages to ensure performance and reliability.
Ensures that services are properly handover between technical and functional teams.
Manages escalation procedures and ensures service level is maintained.

Responsibilities:

Overall improvements of internal customer experience and Help Desk Operations; Asses the support needs of solutions and feedback from users. Coordinates the proper handover of solutions to the support Area in accordance with the established operation agreements. Monitor wired / wireless Infrastructure and Internet lines, mitigating errors, being pro-active preventing failures and service disruption. Collaborate with IT Team to create and maintain the knowledge database. Collaborate in Projects Deployment; Asset Control and distribution. Coordinate the Help Desk Operations on villages and contribute in the resolution of tickets by giving Hands-on support. Documents, reports, tracks and monitors problems to ensure resolution in a timely manner.

Analyzes Support data to improve performance and training.

Organizational alignment: Reports functionally to IT Helpdesk Coordinator.

Reporting line: Direct report to Technical Service Manager

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