|Company:||International Rescue Committee (IRC)|
|Category:||IT & Telecommunication|
o QA of Incident Handling for all Level 1, Level 2 Technicians
o Quality Checks on all helpdesk internal processes
o Conducts weekly Helpdesk Technician quality assessments and reports findings to GSDM
o Receive and respond to incoming calls, pages, and/or e-mails regarding desktop problems.
o Perform remote analysis, diagnosis, and resolution of complex desktop problems for end users, and recommend and implement corrective solutions, including offsite repair for remote users as needed.
o Install, configure, test, maintain, monitor, and troubleshoot end-user workstations and related hardware and software in order to deliver required desktop service levels.
Key Working Relationships:
Position Reports to: Director, Network operations
Position directly supervises:
Other Internal and/or external contacts:
Internal: Global Service Desk Manager, Service Desk team, IT technical and project team problems
External: IRC staff experiencing IT issues