Responsible for the monitoring, tracking and resolution of IT-related issues
while escalating as necessary to the appropriate resource. Contribute to the
Service Desk in a strong customer service focused role, take ownership of
tickets and will be able to see issues through to the end.
Accountabilities
Pharmacies Support:
* Provide friendly, courteous and quality level-one software and hardware support for 35+ Pharmacies.
* Monitor and maintain incoming IT Pharma Service Desk support tickets.
* Support all (local & remote) pharmacies associated to him by management.
* Execute new projects Roll outs in all associated pharmacies as per Company plans.
* Conduct regular visits as a preventive action.
Point of Sale:
* Responsible for POS and laptop computer configuration, Connectivity, POS peripherals deployments and troubleshooting.
* Hands-on Technical support of Point of Sale (POS) terminals and related HW/SW and peripherals.
* Prepare new POS units and install all standard software's (Oracle Retail program, antivirus, Open Office, etc….) for delivery to stores.
* Escalate and Report un-resolved issues to the POS Supervisor until resolved.
Service Level Agreement:
* Reinforce SLAs to manage end-user expectations
Employee duties are not limited only to the above-mentioned Accountabilities;
he/she may perform other duties as assigned.
Work Environment
* Indoors : 25%
* Outdoors : 75%
* Working Days : 5 Working Days
* Days off : 2 Days Off
Working Hours : 8:00 AM - 6:00 PM (1 hour break)
Job Requirement
Education
* BSc in IT (or Diploma in Computer Science)
Experience
* 1 Year of Experience
Computer Skills
* MS Office Suite
* Knowledge of POS Maintenance and Microsoft products
* Microsoft Certified Professional (Preferred)
* Experience in computer hardware maintenance (POS)
* Experience in computer Software (MS Office, Windows : XP , Win7/8)
* ITIL certification (Preferred)
Languages
* English
* Arabic
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