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Vacancy

Ref No : 5264-2
SENIOR IT OFFICER - SERVICE DESK (1 vacancies available)
- Kuwait
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Bullet Job Description
JOB SUMMARY

Provides a ―snapshot or the main purpose of the job, consisting of no more than three to five sentences. The job summary should provide enough information to differentiate the major function and activities of the job from those of other jobs. The job summary should start with an action word, then explain the job’s requirement and if necessary explain the why or how of the job.

The IT Service Desk Officer will provide first line technical support to internal staff and be available to work on a shift pattern and out of hours pro rata. The successful candidate will require an aptitude for working with applications/systems to undertake analysis, diagnosis and resolution of staff problems, which may range from straightforward to more complicated technical issues. There is also a range of administration duties within this role.

REPORTING TO

Manager or Non Manager Role
(Manager = the incumbent has full authority to hire, develop, appraise, discipline and approve time and attendance for subordinates,

Team Leader = oversees others (guides certain tasks, sets schedules, trains others, or perhaps gives input concerning performance).

Non-Manager = no oversight or accountability for others, an individual contributor )

RESPONSIBILITIES

• Act as a single point of contact for phone calls and emails from staff regarding IT issues and queries

• Receiving, logging and managing calls from internal staff via telephone and email

• Maintaining an Asset Database and track changes

• 1st and 2nd line support - troubleshooting of IT related problems from in-house software to hardware, such as desktop/laptops, printers, to MS office

• Troubleshoot basic network issues

• Escalate unresolved calls to the operations support team

• Log all calls in the Service Desk Call Logging system (Remedy)

• Take ownership of user problems and follow up the status of problems on behalf of the user and communicate progress in a timely manner

• To maintain a high degree of customer service for all support queries and adhere to all service management principles

• Provide basic in-house training in MS Office applications used within the Association (Word, Excel, Outlook, PowerPoint)

• Provide stats for the weekly Service Desk report on call trends

• Publishing support documentation to assist staff with requests for information & provide staff training if required

• Basic Active Directory knowledge. Creating user accounts, reset passwords, create groups etc.

• To arrange for external technical support where problems cannot be resolved in house
 
Bullet Working experience
Minimum Expereince Required in Years : 2
• Minimum 2 years experience in a similar role
 
Bullet Academic / Educational Qualifications
• Formal education (e.g. High School Diploma, Bachelors degree, licenses and/or certifications etc)

• ITILv3 certified desirable
 
Bullet Professional / Technical / Other Qualifications
SKILLS & ATTRIBUTES

• Windows 10 installation and troubleshooting experience.

• Mac installation and troubleshooting

• Mobile Devices ios, android experience ( test them on recovery, and other experiences)

• Printers, scanners

• Network and telephony troubleshooting experience

• Other applications...

• Customer service and end user support

• Phone calls handlings and response time

• Troubleshooting and root cause analyses

• Problem and analytical skills

• Good knowledge in computer hardware and software and hands on Windows OS.

• End user support

• Incident management

• Process writing for service desk

• Microsoft office support and basic issues

• Experienced in presenting to all levels

• Proven ICT support skills

• Proven excellent written communication skills

• Ability to work autonomously and manage conflicting priorities

• Ability to provide IT support to customers including; Microsoft technologies, Mobile, Wi-Fi and Email configuration

• Windows XP/7/10

• Windows Server 2003/2008/2010

• Office 2010/365

• Active Directory

• TCP/IP and general network knowledge

• Experience of Avaya telephone system desirable

• Experience of working within SLA and ITIL defined businesses preferred
 
Bullet Other Requirements
 
Bullet Other Information about the job
Industry : ANY INDUSTRY
Country : Kuwait
Age Range : 25-35 years
Gender : Male
Contract Duration : 2 Years
Payment Currency : Kuwaiti Dinar (KWD)
Salary : 650
Food provided : No food allowance : -
Housing provided : No Housing allowance : -
Local transport provided : Yes Transport allowance : -
Paid Leaves : 21 days after 24 months of service
Up & Down air ticket provided during entitled leaves :
Joining Air ticket provided : Yes    
End of contract Air ticket provided : Yes    
Working Hours : 8 hours per day Working Days : 6 days per week
O/T applicable : O/T available :
       
Other Notes :
   
   
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