Help Desk Support Specialist

Trigyn Technologies Limited; Quibdó; On-site; COP 30,000,000 - 50,000,000; Full time

Job summary

Trigyn Technologies Limited has a contractual opportunity for an ICT Project Support. This resource will be working at our client site in Quibdo, Colombia.

The role involves supporting ICT projects with project managers and stakeholders, ensuring adherence to established quality standards, providing technical assistance, and acting as a liaison between staff and FTS HQ to facilitate information flow and timely updates.

Responsibilities

• Support ICT projects within their regions, collaborating with project managers and stakeholders.
• Identify and address resource constraints to keep projects on track.
• Serve as liaison between staff and FTS HQ, facilitating communication.
• Keep project manager informed about progress and lessons learned.
• Ensure implementation adheres to quality standards and norms.

Job description

Trigyn has a contractual opportunity for an ICT Project Support. This resource will be working at our client site in Quibdo, Colombia.

Job Responsibilities:

IT Project Support Duties and Responsibilities:

• - Support FTS operations in the proper implementation of ICT Projects within their respective regions, collaborating with project managers and stakeholders.
• - Assist in identifying and addressing resource constraints to keep projects on track.
• - Serve as Liaison between the staff and FTS HQ, facilitating communication and information sharing when required.
• - Keep project manager informed about the progress on the project implementation and lessons learned, if applicable.
• - Ensure that the implementation of projects adhere to established quality standards, best practices, and normativity.

ICT Support

• - Provision of timely and effective technical assistance and support for users, including software/hardware installation and operational support.
• - Serve as the initial point of contact for users seeking technical assistance through the iNeed platform. Resolve and close all tickets and communicate status updates to users.
• - Guide users through the problem-solving process, determining the best solutions based on the details provided.
• - Escalate unresolved issues to the appropriate support personnel and pass on user feedback or suggestions to the supervisor.
• - Assist with onboarding new users and delivery/configuration of ICT resources assigned.
• - Manage hardware and software upgrades in a timely manner as required.
• - Support setting up conference rooms and video conferences to ensure smooth operations.
• - Assist in supporting the VHF/PTT systems.
• - Provide accurate information on ICT products or services and maintain logs of events, problems, and resolutions.
• - Continue effectively performing any additional duties and responsibilities assigned by the supervisor, ensuring flexibility and adaptability as needed.
• - Provide operational data for FTS Tactical dashboards.
• - Perform other duties as assigned by the supervisor.