Service Desk engineer – 1st, 2nd & 3rd line
A Service Desk employee solves your hardware and software computer problems. This expert handles incoming incidents according to priority, both remotely and on-site, so that they are resolved as quickly as possible and within the agreed service level. The helpdesk team will keep you informed at all times about the status of your incident.
A system administrator maintains and manages your IT infrastructure in order to guarantee the continuity of your IT. He or she manages the user and system administration and handles the installation and configuration of your standard infrastructure.
He or she will also monitor and maintain your computer systems and networks in line with the agreed service levels. The system administrator will search proactively at all times for technical alternatives and solutions and will also make suggestions for system improvements.
The system engineer optimises the IT infrastructure according to your requirements. He or she analyses your needs, develops the design, implements the necessary changes and makes sure that there is seamless handover to the operations team.
This professional team-player has an active and extensive knowledge of the maintaining, autonomous setup and migrations in areas of IT such as client and server operating systems, active directory, MS Exchange, SCCM, SCOM, antivirus and anti-spam solutions, virtualisation (Citrix, VMWare), cloud and storage.
Security & Network Engineer
The Security & Network Engineer handles the day-to-day management and monitoring of the active components of your network, searches for the causes and links of network and security problems and then solves them. The System & Network Engineer also implements projects. This may involve the configuration and implementation of firewalls, switches and wireless connections, network access of connections, Internet and intranet security, as well as management and monitoring. This specialist will advise you in making strategic choices in the area of ICT security.
An IT Architect designs total IT concepts. He/she will produce an efficient optimum blueprint of the total solution for your IT infrastructure, entirely in line with your IT strategy. Our IT architects are highly analytical in their thinking and are able to translate the needs of your business into cost-effective IT solutions. They define the scope of infrastructure projects, propose the right solutions, ensure a smooth transition and monitor implementation.
These consultants collaborate actively on achieving the objectives of your organisation and are always up to speed on developments in the market.
Service Desk Manager
The service desk manager handles the day-to-day management of a team of service desk engineers and ensures the optimum distribution of tasks and work for the team. As coordinator, this manager oversees all outstanding tickets of incidents, queries and problems, making adjustments daily, where necessary. He or she makes sure that all of the agreed service levels are complied with, monitors the KPIs and reports regularly on them. The service desk manager is constantly thinking about ways to improve processes, work instructions and tooling at the Service Desk, as well as implementing and supervising improvement programmes. The Service Desk Manager is very familiar with the ITIL methodology.
The project manager is responsible for the entire management of various projects related to IT infrastructure. He or she ensures that projects are delivered within the scope, budget and timing set. In doing so, he or she follows our proven methodology (based on Prince2) in the area of project and risk management so that the project can be handled efficiently and as successfully as possible from A to Z.
An important aspect of this is the limitation of risks. With thorough consultation and planning, the project manager will take you right through the project within the agreements made. He or she will keep a finger on the pulse of every phase, with each section and part being validated along the way. He or she will supervise the strict distribution of tasks and report regularly on the project’s progress.
The database administrator configures and manages the various databases and servers. He/she will ensure that these databases are functioning properly and that they can be used efficiently at all times by users. He or she also monitors and maintains the databases in line with the agreed service levels. Working closely with the IT system manager, the database administrator will provide the database resources required. The security of databases, backup and checks on usage of the databases also come under the responsibility of this expert.