Podcast Beta
Questions and Answers
What is one of the primary responsibilities of a Service Desk MENA member?
What type of support does a Service Desk MENA member provide to the region?
What is one of the ways a Service Desk MENA member contributes to the Regional IT team?
How often does a Service Desk MENA member travel to support Yemen offices?
Signup and view all the answers
What is one of the responsibilities of a Service Desk MENA member in terms of regional IS information?
Signup and view all the answers
What type of report does a Service Desk MENA member contribute to?
Signup and view all the answers
What is the primary responsibility of a Tier 1 and T2 Specialist Infrastructure Support member?
Signup and view all the answers
What is the role of a Tier 1 and T2 Specialist Infrastructure Support member in relation to WoW?
Signup and view all the answers
What kind of assistance does a Tier 1 and T2 Specialist Infrastructure Support member provide to regional users?
Signup and view all the answers
What is the role of a Tier 1 and T2 Specialist Infrastructure Support member in terms of corporate IS strategies and policies?
Signup and view all the answers
What is the goal of a Tier 1 and T2 Specialist Infrastructure Support member in terms of regional IS-related contracts?
Signup and view all the answers
What is the role of a Tier 1 and T2 Specialist Infrastructure Support member in terms of the Regional Service Desk?
Signup and view all the answers
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
Studying That Suits You
Use AI to generate personalized quizzes and flashcards to suit your learning preferences.
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.
