Vivo Energy Mali recrute un poste IT Assistant au profil suivant:
Job title: IT Assistant OS local support
Job Purpose:
The IT Onsite Services Engineer provides the coordination of appropriate and timely responses, including escalation to relevant support teams for resolution, monitoring of progress and keeping users apprised of progress while responding to all user calls in a customer-focused and timely manner   and maintains a high level of customer satisfaction.
Principal Accountabilities:
– Assist the local IT Manager in maintaining high level customer/user satisfaction by being the point of contact for all local IT matters including clarifying customer needs and ensuring they are met.
– Receives and logs requests for support from users and/or other service delivery staff.
– Within his/her own area of competence, investigates problems and other requests for support and determines appropriate remedial actions to take, or escalating requests to other Support & Delivery staff or external service suppliers. Ensures all work is carried out and documented in accordance with the required standards, methods and procedures.
– In accordance with established procedures, monitors application systems for which responsible by regular scrutiny of reports from the applications software, systems software or service delivery staff. Notes problems and identifies performance trends. Referring to more senior colleagues where necessary, takes corrective action to improve performance and to avoid problems arising and contributing to service improvement activities.
– Following agreed procedures, receives and handles requests for information, and provides advice to users on systems, products and services that are available to them.
– Assists users in making more effective use of desk-top systems, products and services. Makes initial diagnosis of any problems and advises known solutions where applicable.
– Follows standard procedures to update incident log, documenting necessary details in a central repository, progress checking, and ensuring that diagnostic information is provided for error resolution and incident analysis.
– Provide end-user training for application(s) upon specific requests from the Businesses.
Key Challenges:
– The skills and knowledge have to be kept up-to-date in line with the changing Vivo Energy business application portfolio, especially when strategic Vivo applications such as the ERP and connected applications upgrade(s) are rolled out.
– Maintain appropriate relationships with key stakeholders whilst still being able to constructively challenge.
– Professionalism: Team discipline and individual professionalism is essential for working in a team. Be an excellent team worker.
– Customer Focus: Represent the customer case; understand the business of the customer and deliver consistent and effective support.
– People: Be able to work smoothly with a large spectrum of stakeholders, skills and cultures.
Job Knowledge, Skills & Experience:
End-user support experience:
At least 3 years’ experience working in an end-user support / IT help desk environment
Solid base knowledge of support processes and IT
Experience with call-logging systems and knowledge management tools
Good customer-facing, interpersonal and communications (oral and written) skills
Business & application knowledge:
Business processes Knowledge of overall IT application landscape and underlying IT infrastructure:
– Hardware – HP DL380 G7, Various Cisco Networking equipment
– HP Desktops and Laptops
– Operating Systems – OS/400, VMWARE, Windows Server R2, Linux Nagios, Ms SQL Database
– Security – Backup Exec, Trend Micro, WSUS, Firewall TMG and IRM Security Compliance
– Telecommunications – Cisco Switches and Routers, PABX
– Applications – Ms-Office Suite 2007, Client Access, MOC, Groove
UMOJA knowledge or specific knowledge in one or more Vivo Energy non-ERP business applications would be an advantage
Knowledge in class-of-business application integration and middleware knowledge in application security and data architecture
Others:
– Strong problem analysis and trouble-shooting skills
– Able to assess & handle critical situations, and co-ordinate with many team players to restore normal IT service
– Good time management skills
– Experience in global or virtual team working
– Able to work in a cross-functional, multi-application, multi-service providers environment
A more senior candidate will be able to direct and coach others on the team as we strive for excellence.
Dossier de candidature : CV + lettre de Motivation + certificat de travail
Adresse de dépôt : soit par e-mail à recrutementmali@vivoenergy.com
soit à l’adresse physique du bureau : Vivo Energy Mali Hippodrome, route de Koulikoro – BP 199 Bamako
Date limite de dépôt le vendredi 27 Mai 2016 à 16h00