After 13 years of operation, Digicel Group Limited has over 13 million customers across its 32 markets in the Caribbean, Central America and Asia Pacific. The company is renowned for delivering best value, best service and best network.
Digicel is the lead sponsor of Caribbean, Central American and Pacific sports teams, including the Special Olympics teams throughout these regions. Digicel sponsors the West Indies Cricket Team and is also the title sponsor of the Caribbean Premier League. In the Pacific, Digicel is the proud sponsor of several national rugby teams and also sponsors the Vanuatu cricket team.
Digicel also runs a host of community-based initiatives across its markets and has set up Digicel Foundations in Jamaica, Haiti, Papua New Guinea and Trinidad & Tobago which focus on educational, cultural and social development programmes.
Digicel is incorporated in Bermuda and its markets comprise: Anguilla, Antigua & Barbuda, Aruba, Barbados, Bermuda, Bonaire, the British Virgin Islands, the Cayman Islands, Curacao, Dominica, El Salvador, Fiji, French Guiana, Grenada, Guadeloupe, Guyana, Haiti, Jamaica, Martinique, Myanmar, Nauru, Panama, Papua New Guinea, Samoa, St Kitts & Nevis, St. Lucia, St. Vincent & the Grenadines, Suriname, Tonga, Trinidad & Tobago, Turks & Caicos and Vanuatu. Digicel also has coverage in St. Martin and St. Barts in the Caribbean.
Visit www.digicelgroup.com for more information.
We invite applications for a new Digicel Opportunity - **Help Desk Specialist**
**Primary objective of the job:**
Responding to inquiries and requests by providing an avenue whereby all IT related problems are reported and are either resolved by the Help Desk Specialist or escalated to other members of the Department, on resolution, users are also provided with feedback and subsequent follow ups.
**Number of persons managed/supervised and their positions:**
* None (0)
**Main Duties and Responsibilities:**
1. Answers, evaluates, and prioritizes incoming telephone, voice mail, e-mail, and in-person requests for assistance from users experiencing problems with hardware, software, networking, PBX and other computer-related technologies as stated by the SLA.
* Accepts, analyze and logs all calls receives at the Helpdesk
* Ensure that all request logged within the Services Desk Application have appropriate contact details for requestors as well as appropriate details of the problem being experienced by the customer and any steps that have been taken in an attempt to resolve the issue so far.
* Physically visit a user’s work area to analyze and resolve issue being experienced
* Assign task that cannot be resolved to 2nd and 3rd level Support.
* Contacting 2nd and 3rd level support for P1 and P2 issues, in order to coordinate communications to be distributed to customers via SMS and Email
* Tracks all request submitted to the Helpdesk in order to provide updates and resolution to requesters
* Document resolution to common known problems and post to SharePoint, Service Desk and Shared Drive
* Provide overview to all new staff of YourQube Helpdesk Community/Access Control System via which various right/access/permissions are made
* Overview of Service Desk Application – methods of logging tickets
* Creation of quick tips and/or provide training for segment of staff based on frequently service requests noted from Service Desk
2. Handles problem recognition, research, isolation, resolution and follow-up for routine user problems, referring more complex problems to CSE, DBA, IP Team, MIS and Business Support as stated by the SLA.
* Analyze requests that are submitted via phone, email or face to face
* Assign to the related category and technician in Service Desk Plus
* Resolve issues that can be resolved on first contact.
* Research more complex issues and attempt to resolve on first contact.
* Confirm with requesters if issue submitted was resolved.
* Escalate complex issues that cannot be resolved on first contact to the respective IT teams.
* Confirm with requesters if escalated issues were resolved.
3. Prepares standard statistical reports, such as help desk incident reports and analyze and evaluate these reports to make recommendations to reduce help line incident rate.
* Prepare Standard Service Desk Reports for Weekly Management Meeting
4. Provide administration for Windows AD user accounts
* Create new users on the Digicelgroup Domain
* Remove users from the Digicelgroup Domain
* Create Mailing Lists for group email delivery and shared drive access
5. Provide support for the PBX and Lync Conferencing
* Configure deskphones
* Enable new user account in Lync
6. Configuration of laptops and desktops
* Configure new laptops and desktops with the company specified image
* Install software/applications
* Upgrade users machines
* Install memory module
* Install hard disk
* Re-install software/applications
7. Equipment Support
* Check warranty status on laptop and or desktop
* Call in defective laptop/desktop that is under warranty
* Follow-up with DELL (vendor for laptop and desktop) until replacement is installed
* Close off resolved issue with DELL
8. Sign off resolved issues with users
9. Maintain Inventory of IT equipment
* Maintain stock of IT consumables
* Mange inventory
10. Provide support for Black Berry and other Handsets which require email synchronization:
* Add staff members to Blackberry Enterprise Server (BES).
* Correspond with Business Sales to ensure MISDIN is provisioned for Black berry use.
* Set and Reset BB activation password.
* Assist staff members in activating BB's and other handsets that require email synchronization, via phone call (step by step).
* Activate BB's and other handsets for staff members (Face to face)
* Wipe BB's and other handsets and reactivate for employees in order to activate devises.
* Stand as a point of reference for all BB and other handsets which may have email related issues
**Academic qualifications and experience required for job:**
* Diploma in Computer Science or related disciplines
* Two (2) years’ experience as Help Desk Specialist
* Certified as a Microsoft Office User Specialist (MOUS)
**Functional Skills:**
* Customer Service: including customer-oriented telephone and email/chat abilities that respond quickly, competently and patiently to customer requests.
* Problem solving: gathering information, evaluating options and providing meaningful solutions.
* Product and technical knowledge: understanding both the overall systems environment, such as system maintenance, workstation support, Internet connectivity and security services, as well as the specific products in use. Familiarity with alternative products and the nature of technical problems is also important.
* Training and education: knowing how to present complex technical information to non-technical audiences, an ability to design and deliver instructional training is also valuable.
* An additional good-to-have skill is fluency in another language apart from the English language.
**Internal/External contacts:**
* Internal – staff including other Digicel markets
* External – vendors (liaising with support on computer repairs)
**Authority:** (those task in which there is total control and autonomy in execution – e.g. approving vouchers, signing cheques, delegating task.) Please state limits where possible.
* Deploying new machines and or other peripherals (laptop battery, hard disk, mouse, and keyboard) where necessary.
**Working Conditions:** (e.g. dust, dirt, heat, abnormal hours, frequent travel, overtime, etc.
* 24 hours shift environment
* Required to work irregular hours
* Overtime is paid for hours outside of normal working hours
* Exposure to extreme cold (Server room) or heat
* Lifting and relocation of equipment (laptop, desktop, deskphones, etc.)
**Key Performance Indicators:**
* Preparation of system uptime reports
* Ensure applications are in compliance
In return, you will have the opportunity to work in a fast-paced, enterprising environment, where your skills will be valued and rewarded. Digicel recognizes our staff and management team are largely responsible for our success to date. Digicel's unique culture is driven by an entrepreneurial style encapsulated by our Chairman, board of directors and management, all seasoned telecom executives and industry experts with vast experience in building, expanding and marketing mobile services globally.
*Job Ref:* JAM - HDS 28/11/2014
*Job Title:* Help Desk Specialist
*Job Type:* Full-time
*Location:* Kingston, Jamaica