IT Support Technician

Has responsibility for execution and daily operations of a subset of
defined activities within an ITSM process.
IT Support Technician - Roles and Responsibilities
SPECIFIC RESPONSIBILITIES:
* Provide onsite support to Maersk Line and other APMM Business Units (as appropriate) for incidents that are assigned to the IT Support Technicians team and/or cannot be resolved remotely
* Desktop management
* Install / Move / Add / Change / Decommission support for IT equipment (PCs, Laptops, Printers, Servers)
* Support and advice for Facilities Management/Office Services regarding office move planning
* Support Hardware and Software asset management/tracking/auditing for devices not connected to the network and according to Maersk Line global processes
* LAN cabling troubleshooting
* On-call support for critical incidents outside of normal business hours and emergency situations as part of Business Continuity Plan requirements
* Support for other locations/offices as appropriate (geographical scope for service coverage to be confirmed - this will require some travel)
* Ensure that Maersk Line IT standard processes are followed for services provided
* Provide a best in class service to our business customers.
* Provide VIP support to selective customers as per SLA and agreement
* Procure requested hardware according to Maersk purchasing procedures
* Support general OS/MS Office/other application running problems or reported service incidents
* Act as local project co-ordinator for hardware/software upgrades, country cluster and/or regional consolidation activities and other agreed technical projects.
* Together with the Technical Operations / Service Manager for the Region, assist with the resolution of 2nd level escalations as part of the standard escalation process.
* Assist the Maersk Line IT and business customers in identifying shortfalls in service delivery and implementing improvements or short term workarounds for same
Because of the continuous nature of change within the Maersk Line
organisation, the IT Support Technician may find himself/herself in situations
where service improvement is required or tasks fall outside of the specific
role of workspace management. In such cases the IT Support Technician should
take a practical approach to a solution which upholds and reinforces standard
processes, minimises impact to the business and ensures that any lessons
learned are incorporated into subsequent process and service improvement.
* Overall impact of these tasks:
* How the position is expected to deliver:
Coordinate and deliver IT services to the Business Users based on IT SOE
solutions and processes as well as develop strong relationship with Key
Business Stakeholders.
* Deliver high Voice of Customer scores
* Level of contribution: Propose course of actions that determines the achievement of results. Coordinate execution based on the approved plans and policies. Lead the team in the achievement of results as per IT SOE Objectives
* Level of innovative impact:
* Analyse complex issues before creating/conceptualizing new methods, techniques and/or processes across job areas or functions; improve existing processes and Service delivery efficiencies significantly;
* Complexity - the boundaries within which innovation takes place are:
* Medium Complexity - encompassing one dimension within his/her specific functional area. Not easily understood - could be either operational, financial or human