Nafasi Za Kazi Kutoka DP World September 2024
The role of a Help Desk Analyst is to ensure the proper functioning of computers so that end users can fulfill business responsibilities. This includes receiving, prioritizing, documenting and actively resolving end-user support requests. Troubleshooting may involve the use of diagnostic and support monitoring tools, as well as requiring that an individual provide face-to-face, live support at the desktop level.
Key Performance Areas:
Active Support:
Answer questions politely: Help Desk Specialists are the first point of contact for technical issues, handling questions via phone, email, chat and in person.
Document interactions: They log support tickets, track issue resolution, and document actions taken to ensure accurate records and knowledge sharing.
Resolve user issues: This includes troubleshooting hardware and software problems, answering technical questions, and providing guidance on using software and systems.
Escalate complex problems: As issues exceed their expertise, they escalate them to the appropriate team (e.g., network engineers, security specialists) for further investigation and resolution.
Attention Support:
Strategy and planning: evaluate written resolutions and analyze trends and patterns to prevent future problems.
System monitoring: They actively monitor network performance, system health and user activity to identify potential problems before they affect users.
Maintain system documentation: This includes updating user guides, FAQs, and knowledge base articles to ensure users have accurate and up-to-date information.
Create training materials: They can create training materials and conduct user sessions to educate employees on new technologies and applications.
Identify and implement system improvements: They analyze user feedback, identify recurring issues, and recommend solutions to improve system efficiency and user experience.
System updates and new technologies:
Perform basic system maintenance tasks such as installing software updates, configuring user accounts, and resetting passwords.
Assist in project deployment by providing technical support and training users on new systems.
Participate in disaster recovery efforts to ensure rapid system recovery in the event of a failure.
Stay informed about technology trends and industry best practices to continually improve their skills and knowledge base
Required Qualifications:
Bachelor’s Degree (B.A., B.S.), or equivalent combination of education and experience in Information Security, Computer Science, Management Information Systems, or related curriculum
CompTIA A+ or other relevant IT certifications (plus)
Experience and Skills Required:
- 1-2 years of experience in a technical support role (preferred).
Experience troubleshooting hardware and software.
Familiarity with common operating systems (Windows, macOS, Linux).
Experience working in a customer service environment.
Proficiency in MS Word, Excel and PowerPoint
Skills in troubleshooting computer hardware and software.
Understanding of network basics (TCP/IP, DNS, DHCP).
Knowledge of basic scripting and automation tools.
Ability to interpret system logs and diagnostics
About DP World
Business is the lifeblood of the global economy, creating opportunities and improving the quality of life for people around the world. DP World exists to make global business better, changing what’s possible for the customers and communities we serve around the world.
With a dedicated, diverse and professional team of more than 111,000 employees from 159 nationalities, including 77 countries on six continents, DP World is pushing businesses further and faster towards a seamless supply chain that is fit for the future.
We are rapidly transforming and integrating our businesses – Ports and Terminals, Maritime Services, Shipping and Technology – and combining our global infrastructure with local expertise to create stronger and more efficient end-to-end supply chain solutions that can change the way the world works. business.
Furthermore, we are reshaping the future by investing in innovation. From smart delivery systems to warehouse automation, we are at the cutting edge of disruptive technology, pushing the industry towards better ways of doing business, and reducing disruption from the factory floor to the customer’s door.
DP World is on a mission to transcend borders and bridge the gap between all nations and cultures – not only in what we do but also in how we act.
We are committed to creating a culture where everyone feels respected, supported, and empowered to reach their full potential. We believe that embracing inclusion and diversity, drives innovation and growth and helps us connect people, businesses and communities. Independent minds and attitudes
