it service desk technician ii

• Provides 1st and 2nd level IT support across the organisation by applying a Customer First culture.
• To oversee the general maintenance and ensure daily operations, that meeting rooms audio and video equipment are in functional order, which includes but is not limited to projectors, cameras, speakers, and TVs
• Resolving escalations and critical incidents and identifying areas creating tension, which can impact the interpersonal dynamics between service desk technicians and customers.
• Coordinating all audio-visual events internally and externally which include being responsible for the setting up, operating, and coordinating of audio-visual requirements at such event/s
• Troubleshooting problems faced by the end-users of PCs, laptops, and mobile phones by identifying issues and analysing and providing solutions
• To provide live streaming for events and the post-production of these events, cutting and edit of videos from different video sources, recording meetings and presentations with video cameras, maintenance, and repair of equipment used to enhance live events, such as microphones, lighting, and sound mixing equipment and, video recorders.
• Provide assistance to the Senior IT Service Desk Technician and ensures the service delivery is upheld in their absence.
• Develop and deploy solutions for all computer-related problems and take action to resolve them whenever they arise, keep users informed about the status of their tickets/requests, and confirm the resolution of client issues.

QUALIFICATIONS

• BSc/BA in IT/Computer Science/ Information Technology or Computer Science/ IT Engineering.
• Microsoft certifications will be beneficial.

KNOWLEDGE AND EXPERIENCE 

• Minimum of 5 to 8 years' experience in an IT Service Desk environment that runs Microsoft Software and Applications.
• Tech savvy with working knowledge of office automation products, databases and remote control
• Must have reasonable experience in communication, audio visual conferencing systems.
  Good understanding of computer systems, mobile devices, and other tech products
• Ability to diagnose and resolve basic technical issues
• Must be knowledgeable about Service Desk systems and IT tools
• Customer-oriented and cool-tempered
• Experienced in operational characteristics and techniques used in, live sound 
  equipment, and live stream and A/V programs.
• Proven ability to use digital/ analog audio mixing software for video and sound 
  editing and various digital signage solutions
• Experience with live streaming technologies: eg:- OBS Studios, Restream, Zoom, or MS Teams is advantageous
  • Provides 1st and 2nd level support to customers via the IT Service Help Desk including Audio Visual requirements.
  • Installing and configuring computer hardware, software, systems, networks, printers, and scanners.
  • Run A/V, Live stream equipment using multiple Media Source
  • Provide input into reviewing and development of policies, for approval by Manager, based on collection of knowledge and processes.
  • Plan, organize, and implement the maintenance and operation of performance-related equipment at the various venues, including lights and lighting consoles, sound equipment, video projector, cameras, microphones, Digital Audio Processors, speakers, special effects equipment, rigging system, IT equipment, Livestreaming and other
  • Operate as a back up to the Senior Service Desk Technician with the administration of user identity: rest password, account expiry, group access, name change
  • Manage suppliers on assigned projects from obtaining a quote to production readiness. Manage Audio Visual assets and maintain accurate records
  • Assist with the collection of information required for the preparation of all endpoint IT equipment insurance claims.
  • Support the Senior Service Desk technician in providing exceptional client service to all the client's recipients of mobile telephonic (cellular phones) hardware facilities during high workloads and in their absence.
  • Install, assess, troubleshoot, maintain, and upgrade computers, and all other endpoint devices such as cell phones and equipment of different types, including copiers, printers, and scanners, of all users so that they perform optimally.
  • Perform remote troubleshooting through diagnostic techniques and pertinent questions
  • Receive and record tickets raised by users through emails, telephones, or in-person, as the single point-of-contact and priorities according to severity.
  • Create appropriate support documentation on resolution of logs in a bid to help all users quickly by troubleshooting the problems.
  • Determine the best solution, research if required, based on the issue and details provided by customers.
  • Recognise when process is deviating from acceptable standards and implement routine solutions to return to the required procedures and standards
  • Walk the customer through the problem-solving process
  • Consistently demonstrate a positive and professional attitude and collaborate with peer groups to obtain cooperation.
  • Direct unresolved issues to the next level of support within the relevant IT Teams but keep ownership. 
  • Provide accurate information on IT products, services, and assets.
  • Follow-up and update customer status and information.
  • Pass on any feedback or suggestions by customers to the appropriate internal team.
  • Identify and recommend possible improvements on procedures.
  • Relay feedback or recommendations by customers to the appropriate internal team and follow up throughout the whole process
  • Collaborate with the client's employees to develop and understand their AV requirements, which focuses on improving the productivity within Unified Communications.
  • Planning, designing, and implementing Multimedia Audio Video (AV), Video 
    Teleconferencing (VTC), boardroom VoIP conferencing, and Video Display Systems (VDS), ranging from simple (Monitors) to complex (Video Walls). Work directly with the organization vendors, contractors, and others throughout the design development and delivery process.
  • Responsible for Defining System Requirements (Needs analysis).
    •  Provide training and resources for users on the operation of AV systems throughout the organization.
    • Perform regional office installations/troubleshooting, engineering, and configuration support as needed.
    • Develop (simple to complex) audio-visual system diagrams and schematic drawings.
    • Perform remote troubleshooting through diagnostic techniques and pertinent questions.
    • Identify and suggest possible improvements to procedures.
    • Provide input and in working with team members or management on new ideas for improvement or business growth.
    • Logging Service desk/ AV Calls on Swift system.
    • Oversee the work done by AV vendors on installations and problem resolution.
    • Provide guidance on best practices, innovative solutions, and process improvements relating to all AV equipment within the organization.
    • Work closely with Conference Services Facilities to support the AV requirements
    • Train end-users and draft user guides on how to operate Huddle Rooms Audio Visuals and Video Conference equipment
    • Setup of mobile AV Equipment, PA System, and Conference delegation system.
    • Utilize proper safety practices and procedures in line with A/V equipment, and ensure all people understand safety.
    • Maintain a variety of files and records of equipment and manuals in conjunction with the Technology department.
    • Ensure that sufficient spares are stocked to maintain or replace equipment for which responsibility is held, including consumables.
    • Assist the organization`s stakeholder Sponsorship Manager Corporate Affairs in-house with live events such as Auditorium conferences, and "VIP" presentations. utilizing in-house audio and video equipment microphone and speaker systems, projection, and video monitoring, provide all A/V-related functions for in-house events.
    • Complete service calls by analyzing requirements, placing the relevant orders for parts, completing installations, and performing acceptance tests.
    • Ensure that all service documents and installation actions are completed by submitting forms, reports, logs, and records.
    • Adhere to preventative maintenance schedules
    • Participate and assist in the planning and execution of all projects related to audio visual services.
    • Effective teamwork, self-management, and alignment with company values

TECHNICAL COMPETENCIES

• Adaptability Agility
• Customer Insight and Focus
• Analytical Diagnostic Skills
• Solution Generation / Problem Solving
• Listening and Communication Skills
• Stakeholder Management
• Must be knowledgeable about Service Desk systems and IT tool

BEHAVIOURAL COMPETENCIES

• Negotiation Influencing 
• Planning Organizing
• Be able to work under pressure
• Communication skills
• Must have good judgement in handling serious customer problems
• Decisive decision making
• Effective communication including verbal feedback
• Excellent rapport with clients
• Proficiency in English
• Excellent communication skills