Helpdesk Support

The onsite Helpdesk staff will be responsible for the following tasks:

a. MS Teams Support:

• Provide technical assistance for MS Teams meetings, including setup, 
  
  troubleshooting, and user training.
• Resolve issues related to connectivity, audio, video, and collaboration tools 
  
  within MS Teams.
• Assist in managing and maintaining MS Teams environments, including 
  
  channels, permissions, and integrations.

b. Zoom Support:

• Support users in scheduling, hosting, and managing Zoom meetings and 
  
  webinars.
• Troubleshoot issues related to Zoom audio, video, screen sharing, and other 
  
  functionalities.
• Ensure proper configuration and usage of Zoom tools, including integration 
  
  with other systems.

c. Video Conferencing:

• Set up and maintain video conferencing equipment and software in meeting 
  
  rooms and other locations.
• Provide real-time support during video conferences to ensure smooth 
  
  operation.
• Troubleshoot and resolve technical issues with video conferencing 
  
  equipment and connections.

d. Printers and Scanners:

• Install, configure, and maintain printers and scanners across the 
  
  organization.
• Troubleshoot and resolve printing and scanning issues, including 
  
  connectivity, hardware malfunctions, and software errors.
• Assist in replenishing supplies (ink, toner, paper) and perform routine 
  
  maintenance.

e. Laptop Deployment:

• Assist in preparing laptops for deployment by installing required software, 
  
  configuring settings, and ensuring all hardware components are functional.
• Coordinate the distribution of laptops to new hires or when replacements are 
  
  necessary.
• Provide user training on the basic operation of laptops, including security 
  
  practices and essential software.
• Maintain records of laptop assignments and ensure the return of equipment 
  
  when employees leave the organization.

f. Collaboration and Teamwork:

• Work closely with other IT staff and departments to ensure cohesive support 
  
  and service delivery.
• Participate in team meetings and contribute to discussions on improving 
  
  support processes and tools.
• Foster a collaborative environment by sharing knowledge, and best 
  
  practices, and supporting colleagues when needed.
• Engage in cross-training with team members to ensure coverage and 
  
  proficiency across all areas of responsibility.

g. Technical Proficiency:

• Maintain a high level of technical expertise in MS Teams, Zoom, video 
  
  conferencing, and peripheral devices.
• Continuously update skills and knowledge through training, certifications, 
  
  and hands-on experience.
• Apply problem-solving skills to quickly diagnose and resolve technical 
  
  issues.
• Stay informed about emerging technologies and recommend improvements 
  
  to current support practices.

h. User Training and Documentation:

• Provide training or guidance to end-users on the effective use of MS Teams, 
  
  Zoom, video conferencing tools, laptops, printers, and scanners.
• Develop and maintain user guides, FAQs, and other documentation to 
  
  support end-users.
• Conduct regular workshops or briefings to update users on new features or 
  
  best practices.

i. Incident Management:

• Respond to and resolve support requests promptly, following priorities set by 
  
  IT Staff.
• Escalate complex issues to higher-level support or external vendors when 
  
  necessary.

j. Preventive Maintenance:

• Assist in regular checks and maintenance of all supported hardware and 
  
  software in client to prevent potential issues.
• Apply software updates, patches, and firmware upgrades as needed.
• Monitor system performance and recommend improvements.

Core Competencies

The following core competencies are integral to the successful performance of the onsite 

Helpdesk staff:

1. Application of Technical Knowledge and Skills:

2. Demonstrate a strong understanding and application of technical skills in 
   
   supporting MS Teams, Zoom, video conferencing, printers, scanners, and 
   
   laptops.

3. Continuously seek opportunities to enhance technical proficiency and apply 
   
   new knowledge to improve support services.

4. Client Orientation:

5. Prioritize user satisfaction by delivering responsive, courteous, and effective 
   
   technical support.

6. Face-to-face engagement with client Staff to understand their issues, discuss 
   
   with ITU possible solutions, and ensure a positive experience.

7. Achieving Results and Problem Solving:

8. Exhibit a results-oriented approach by resolving technical issues promptly 
   
   and effectively.

9. Utilize problem-solving skills to identify root causes, develop solutions, and 
   
   implement corrective actions.

10. Working Together:

11. Foster a collaborative environment by actively participating in teamwork, 
    
    sharing knowledge, and supporting colleagues.

12. Demonstrate a commitment to collective goals, leveraging the strengths of 
    
    the team to achieve success.

13. Communication and Knowledge Sharing:

14. Communicate clearly and effectively with users, team members, and other 
    
    stakeholders.

15. Share knowledge and best practices to enhance the collective technical 
    
    capability of the team and organization.

16. Innovation and Change:

17. Embrace innovation by staying informed about emerging technologies and 
    
    exploring new approaches to support and service delivery.

18. Adapt to changes in the technical environment and organizational needs, 
    
    demonstrating flexibility and a willingness to learn.

19. Key Deliverables

20. Prompt resolution of technical issues within agreed SLAs.

21. High user satisfaction with support services.
22. Efficient and accurate laptop deployment.
23. Up-to-date user documentation and training materials.
24. Regular maintenance reports and logs

Education: Degree or diploma in Information Technology, Computer Science, or a 

related field.

• Experience: At least 1 year of experience in IT support, with a focus on MS Teams, 
  
  Zoom, video conferencing, laptop deployment, and peripheral devices 
  
  (printers/scanners).

• Skills:

• Proficiency in MS Teams, Zoom, video conferencing tools, and laptop 
  
  configuration.

• Strong troubleshooting skills for both software and hardware issues.
• Excellent communication and collaboration skills.
• Ability to work effectively in a team environment.
• Commitment to continuous learning and technical skill development