Apr 10, 2019

Client Services Analyst

  • Swaziland Beverages
Full time Training

Job Description

Job Summary:

  • To provide first line support to all Swaziland CPS associates for end user IT env. and ensure that all workstations are running latest approved KO software and virus definitions
  • To lead Swaziland CPS infrastructure troubleshooting activities and optimizing the IT operation processes.
  • To ensure that Change management procedures are adhered to and that all changes / upgrades to IT infrastructure are implemented in a controlled manner and that IT Asset registers are updated as required. Provide backup as required to Technology Services team on infrastructure.
  • To participate as required in cross-functional and IT projects and teams to ensure roll out of IT solutions which meet business needs.

Key Duties/Responsibilities:

HELP DESK

  • Record all incidents and requests submitted by users, either in person, email or telephonically in CCSN.
  • Provide first line support on all incidents logged in CCSN and assigned to local IT helpdesk.
  • Manage local IT helpdesk in CCSN and assign incidents and requests to the relevant local IT team members, whiles ensuring that resolutions are accomplished within SLA.
  • Escalate all incidents and requests logged in CCSN to Global IT that local IT is unable to resolve, whiles ensuring that resolutions are accomplished within SLA.

ADMINISTRATION

  • Administer user accounts and passwords in Active Directory (Identity Manager Store), SAP (SU01).
  • Administer DHCP network services on BlueCat – monitor IP address subnets, IP address reservations, manage IP address usage.
  • Administer BOP (Cross Boarder Declaration Application) – administer BOP SQL database and users accounts on BOP.
  • Administer user access to Shared Folders and local AD groups
  • Administer local PABX system.
  • Administer servers (Shared Folder, Application and Print Servers) – monitor server. performance perform server maintenance, as well as the installation of patches and updates.
  • Administer network printers – create and modify user accounts and monitor usage.
  • Administer Bomgar DMZ installation – monitor server performance, perform server maintenance.
  • Maintain fixed asset register for IT equipment – laptops, PCs, monitors, printers, desk phones, servers, mobile scanners and network devices.
  • Develop and maintain disaster recovery plan.
  • Administer IT consumables (toners, headphones, keyboards, etc.).
  • Manage relationships with external vendors – renew licenses, review monthly invoices, etc.

INSTALLATION AND MAINTENANCE

  • Install, maintain and troubleshoot IT equipment – laptops, PCs, monitors, printers, mobile printers, mobile scanners, label printers, desk phones, etc.
  • Install, maintain and troubleshoot network devices – servers, network points, switches, routers, access points, etc.
  • Configure, maintain and troubleshoot company mobile phones.
  • Ensure all workstations are running latest antivirus definitions and Windows patches.
  • Ensure all workstations are running latest antivirus definitions and Windows patches.

TRAINING

  • Provide navigation and basic KO business systems overview training to new users.
  • Provide specific IT training to users when required for new systems or enhancements.

PROCUREMENT

  • Procure IT consumables and equipment for local IT, in line with OPEX and CAPEX budgets – request quotations, create POs and follow up on unfulfilled orders in compliance with local and the KO company’s procurement policies.
  • Provide IT expertise and recommendations to other departments on the procurement of IT related products.

REPORT

  • Monitor and report network performance issues to SMC/IBM.
  • Document and report SAP issues and requests submitted by users.
  • Document and report ITS Mobile issues and requests submitted by users.
  • Documents and report issues with IT equipment under warranty or covered by service level agreements to the relevant external vendor.

PROJECTS

  • Manage annual life cycle management (LCM) for IT equipment – laptops, PCs, monitors, printers, mobile printers, mobile scanners, label printers, etc.
  • Develop and manage IT projects;

a)           Execute all assigned projects (within scope, on time and on budget).

b)           As assigned, lead or assist in the planning, implementation and introduction of IT projects for new systems and technologies.

c)           Drive changes and standardization in IT aligned with the global IT and CPS IT strategy.

OTHER

  • Backup Technology Services Analyst on site – be able to perform all duties performed by Technology Services Analyst.
  • Participate in cross-functional teams to ensure roll out of IT solutions which meet business needs.
  • Managing vendors and contractors on a day to day basis to ensure effective cost management, program management to SLA and scope, problem solving and resolution, alternative sources of supply, as well as appropriate life cycle and technology refresh initiatives.
  • Provide IT related support to Technical Services department – assist in maintenance and troubleshooting of IT related equipment under Technical Services department from laptops, PCs, network infrastructure, as well as in projects that required IT input.
  • Ensure IT compliance during audits – facilitate IT related process to comply with internal and external audits
  • Ensure data projector/multimedia equipment is setup and ready for use in various meetings.

Safety Standards

  • Cooperate and follow instructions given by the employer (CCS Leadership Team), Commissioner of Labor, Inspector or any other person lawfully authorized to give such instructions in keeping the working conditions safe and without risk to health and injury in the field of that activity.
  • Use, any means, appliance, equipment or other safety devise for securing safety and health as provided by the employer (CCS Leadership Team) for use and protection of the employee or property in any process as per the instructions given by the employer or any person lawfully authorized to do so.
  • Report to the employer (CCS Leadership Team) any situation as soon as it becomes unsafe or unhealthy, or where an accident occurs report such accident to the employer or supervisor

Financial/Job Scope: Identify quantitative factors for your job, such as volume, annual budget, customer contacts (i.e., # of bottlers, customers, etc.), and other major indicators of the scope and complexity of your job.

•  All Swaziland users which will need technical support.  All IT calls are logged, should be easy to keep track of work to be done

•  Some of the tasks will require troubleshooting skills

•  May be required to work overtime

Organization Impact/Influence: Indicate the nature and level of your contacts within and outside the Company, as well as the nature and purpose of the interaction.

• Providing support to internal customers – workstations, I/O devices, Business Applications, Access etc.

• Work with suppliers to purchase IT hardware, consumables, software’s etc.

• Closely work with the network and systems administrator for leadership

Related Job Requirements/Qualifications:

•  Solid knowledge and skills on latest Windows OS systems, Unix systems

•  Strong understanding of PC Hardware

•  Strong knowledge of LAN/WAN architecture

• Strong knowledge about telecommunication, mobile devices

• Strong knowledge of network infrastructure requirements and components

• Considerable knowledge of network protocols, diagnostic tools and internet technologies

• Ability to communicate effectively with all levels of technology users

• Practical knowledge and problem-solving skills

Educational Requirements:

•  Computer science/MIS degree or related Diploma

•  2 years of relevant experience in a Technical IT position

• Ability to work cross functionally, highly motivated, and proactive communicator

Cultural Diversity:

•   Ability to speak English and SiSwati

Analysis: Describe the types of problems you must solve to successfully perform your job.  Is the process well defined, or must you develop new approaches to solve these problems?

•    Position continuously requires new approaches

•    Position requires a lot of trouble shooting

•    Position requires a lot of self-motivation to learn new technologies and solutions

Judgment and Decision-Making: Describe the nature and impact of decisions required in your job.  Distinguish between recommendations you make to someone else and decisions where you have final authority.  Indicate your involvement (if any) with ABP and OBP development and execution.

•    Require guidance of the Network and Systems administrator

•    Must fully test changes on test environment before working on live environment

Working Conditions: Describe the risk of exposure to hazards in performing your job, and the types of hazards you face.

•  Office environment hazards will be required to carry PC’s now and again, proper lifting and carrying techniques need to be applied at all times

Physical work conditions: Describe the physical needs (requirements) that an incumbent should have to perform the job effectively.

•   Able-bodied to climb steps, work on the computer and pick up various kind of material as may be necessary.

Travel Requirements:

Travel is required and represents 5% of the time, for purpose of:

•   Travel to off-site training courses now and again

Additional Information: Please provide any additional information that you did not include in any of the above sections that would aid in ensuring that this job description represents an accurate and complete picture of the job.

•    Strong Analytical Skills

•  Ability to work well under pressure and to work with different types of people at all levels

•   Ability to collaborate with other team members in remote environment.

•   Effective Oral and Written Communication Skills

**NB** Only shortlisted candidates will be contacted. Should you not be contacted within 10 days of the deadline (13th April 2019), please consider your application unsuccessful.

Growth Behaviors:

  • GROWTH MINDSET: Demonstrates curiosity. Welcomes failure as a learning opportunity.
  • SMART RISK: Makes bold decisions/recommendations.
  • EXTERNALLY FOCUSED: Understands the upstream and downstream implications of his/her work. Tracks and shares external trends, best practices or ideas.
  • PERFORMANCE DRIVEN AND ACCOUNTABLE: Has high performance standards. Outperforms her/his peers.
  • FAST/AGILE: Removes barriers to move faster. Experiments and adapts. Thrives under pressure and fast pace.
  • EMPOWERED: Brings solutions instead of problems. Challenges the status quo. Has the courage to take an unpopular stance.

TO APPLY :  https://coke.wd1.myworkdayjobs.com/en-US/coca-cola-careers/job/Swaziland—Mbabane/Client-Services-Analyst_R-26474


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