End user satisfaction of the overall IT service within the local office
Provide 1st and 2nd level support to end users
Monitoring and managing remedy tickets
Assist in planning, designing, testing, and deploying upgrades or new local hardware and local applications
Assist in the management of IT hardware, software, and equipment in the office
Administration of purchase orders and invoices for the local offices
Monitoring the finances and advising on savings and improvements
Management of the locally owned infrastructure, servers, back-ups, ISP, networking devices, user management, capacity planning
Ensuring the compliance of the office in the ISO, ISAE and regulatory requirements, and maintaining the required reporting
Assist with creation and maintaining systems specifications, documentation, and diagrams
Security oriented and vigilant of any risks, vulnerabilities, or threats. And Avoiding any nonconformities with any of our security standards
Ensuring and controlling the Confidentiality, Integrity, and Availability of local office Data
To assist the Regional IT Manager with budget related expenditure estimates, in the preparation, maintaining of office budgets and servicing costs.
To provide training, guidance, and coaching to users on IT matters and TMF applications and operational procedures.
Raise local risks and concerns around the IT service quality to the regional manager to proactively address them.
Convenient communication and high-level visibility to the Regional IT Manager to ensure alignment between local office and broader TMF roadmap
Assisting with global projects or local projects with the guidance and approval from Regional IT Manager
List of Tasks and Responsibilities:
Monitor and respond quickly and effectively to requests assigned to their group in MyIT. By addressing those tickets by the below means:
Assign the ticket: to the right assignee. Assignment could be to oneself or a colleague who is best suited to help, or to another group if it falls under their responsibility. All ticket originating from the local office should have the right assignee in less than 3 business hours.
Executing the ticket: The Assignee of the ticket must update the tickets on timely manner as necessary as it will be used to measure the service quality and speed.
Closure of the tickets: The Assignee must close the ticket after confirming with the user that the request has been successfully fulfilled. Or following the two strike
Assisting end users with technical needs, related to the usage and utilization of the TMF assets, and IT accessing supported applications. Best practices to meet performance and security requirements. This is usually during new joiners’ induction, deployment of a change, or on a need-to basis.
Assisting in compiling and providing (or sharing) documentation to the end users for the basic use expected for TMF assets such as Printers, Projectors, Smart boards. To ensure the end users are confident enough after reading those concise instructions to operate the devices without assistance.
Ensure at all times there is proper documentations (may include photos and diagrams) of all IT assets and their configuration of the local office, adequate to aid another IT colleague to perform all mentioned tasks in the case of filling as a backup for the primary Local IT
Update the asset management register upon purchasing, decommissioning, assigning or unassigning, any IT asset, and IT asset information should always be up to date and accurate on file.
Local Applications, that are not covered by the global applications team, are under the ownership of Local IT. Local IT must ensure the access to the applications is available and effective, and the applications are well documented and up to date. Everything within the internals of the application, the usability of the application and the data stored within the application are to be owned by the business owner (Not IT). Local IT must ensure the data is documented in LeanIX and up to date.
All active directory objects, folders, and OU’s are the responsibility of the local IT, local IT to ensure the groups and structures are to be all time true and accurate, with a proper description to each, following TMF standards and naming conventions.
All local servers (including servers hosted in the DC) are the under the accountability of local IT. Local IT must ensure they are being backed up as per schedule and chosen plan, Patched and updated, and included in security and monitoring scans and monitoring. Monitoring all physical or logical resources whenever possible to ensure no disruption to the service.
All services supported by global functional teams (e.g.: Citrix, Network, VPN, etc.…) which impact the local office should be observed and evaluated by local IT, if the service doesn’t meet quality and availability standards. Local IT is expected to ensure an incident or problem is created and follow up with ITSM team till it is closed with satisfactory results.
Raising PO’s and controlling the expenses and the budgets of the local office, to the best of TMF’s interest. When in doubt, check with the regional manager for guidance
Local IT may provide technical support on CCTV and physical security, but not responsible for administering and monitoring these systems
Supplies including (printer ink and toners) are not the responsibility of Local IT but may be supported on need to basis.
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