Podcast
Questions and Answers
What is one of the primary responsibilities of a Service Desk MENA member?
What is one of the primary responsibilities of a Service Desk MENA member?
- Overseeing the work of specialist staff
- Developing regional IT capacity
- Coordinating the work of local IT contractors
- Managing resolution of escalated problems (correct)
What type of support does a Service Desk MENA member provide to the region?
What type of support does a Service Desk MENA member provide to the region?
- Network infrastructure support
- Software development support
- Database management support
- Notes Administration support (correct)
What is one of the ways a Service Desk MENA member contributes to the Regional IT team?
What is one of the ways a Service Desk MENA member contributes to the Regional IT team?
- By implementing regional IT projects
- By participating in regional strategy development (correct)
- By developing regional IT strategy
- By providing technical resources to the team
How often does a Service Desk MENA member travel to support Yemen offices?
How often does a Service Desk MENA member travel to support Yemen offices?
What is one of the responsibilities of a Service Desk MENA member in terms of regional IS information?
What is one of the responsibilities of a Service Desk MENA member in terms of regional IS information?
What type of report does a Service Desk MENA member contribute to?
What type of report does a Service Desk MENA member contribute to?
What is the primary responsibility of a Tier 1 and T2 Specialist Infrastructure Support member?
What is the primary responsibility of a Tier 1 and T2 Specialist Infrastructure Support member?
What is the role of a Tier 1 and T2 Specialist Infrastructure Support member in relation to WoW?
What is the role of a Tier 1 and T2 Specialist Infrastructure Support member in relation to WoW?
What kind of assistance does a Tier 1 and T2 Specialist Infrastructure Support member provide to regional users?
What kind of assistance does a Tier 1 and T2 Specialist Infrastructure Support member provide to regional users?
What is the role of a Tier 1 and T2 Specialist Infrastructure Support member in terms of corporate IS strategies and policies?
What is the role of a Tier 1 and T2 Specialist Infrastructure Support member in terms of corporate IS strategies and policies?
What is the goal of a Tier 1 and T2 Specialist Infrastructure Support member in terms of regional IS-related contracts?
What is the goal of a Tier 1 and T2 Specialist Infrastructure Support member in terms of regional IS-related contracts?
What is the role of a Tier 1 and T2 Specialist Infrastructure Support member in terms of the Regional Service Desk?
What is the role of a Tier 1 and T2 Specialist Infrastructure Support member in terms of the Regional Service Desk?
Study Notes
Tier 1 and Tier 2 Support
- Participate in Tier 1 and Tier 2 support in the region for third-level issues
- Provide remote assistance to regional users and remote maintenance to regional servers
Project Delivery
- Deliver all regional and organizational IT projects
- Champion newly delivered WoW solutions
Technical Expertise
- Provide business-critical technical expertise using a unique knowledge set
- Advise management on specialized areas of expertise
- Offer specialist technical advice by Infrastructure teams in MENA and UK
Communication and Collaboration
- Communicate and influence widely with regional staff, the Regional IT team, and external contacts
- Represent Oxfam externally at IT-related forums and associations
Technical Support
- Provide technical Regional Service Desk services and remote assistance to users to solve specific IT issues
- Log all calls made to the Regional Service Desk with the correct level of detail to facilitate resolution
- Answer all calls to the Regional Service Desk in a professional customer service-oriented manner
- Solve Tier 1, Tier 2, and Specialist issues assigned
Server and Services Management
- Maintain regional servers and services
- Provide Notes Administration support to the region
- Provide AD and Windows server administration to the region
Capacity Building
- Assist the ISSM in developing regional IT capacity through training and support techniques
- Undertake actual training as appropriate
Resource Management
- Manage technical resources and specialist staff, if appropriate, in the regional office
- Oversee maintenance, purchase, and contracting of local services
Reporting and Evaluation
- Regularly update regional IS information in the OGN database
- Contribute to the Regional IS Monthly report
- Monitor and evaluate quality control of IT systems across the region
- Identify and resolve underlying issues and reasons for problems
Travel and Coordination
- Spend a minimum of 1 week traveling to support all Yemen offices
- Coordinate the work of local IT contractors in offices and oversee their work
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Description
This quiz assesses knowledge of Tier 1 and Tier 2 support in regional infrastructure, including delivering IT projects and providing remote assistance to users and servers. It also covers specialized technical advice and communication with management.
