Main Job Purpose:
Responsible for providing technical support for a full range of business
technologies, including computer systems (hardware and software), network
infrastructure, mobile devices, Hand held devices, telephone systems, and
audio-visual equipment. Must be able to independently assess a reported
problem or failure using diagnostic methods and tools, determine the likely
cause and take appropriate action to resolve the problem in a timely manner.
Accountabilities:
* Provide direct end-user support to resolve problems and questions as quickly as possible while providing the highest level of customer service.
* Setup, install, troubleshoot, upgrade, and maintain computer hardware, software, hand held devices, phones and peripherals
* Supporting Microsoft Office software, and other commonly used desktop related applications.
* Image, customize and deploy new desktop and laptop machines.
* Troubleshoots, diagnoses problems, implements corrective action procedures and/or escalates to other technical resources as appropriate
* Researches and recommends system equipment upgrades and manages equipment inventory
* Assisting staff either face to face; email or over the telephone to help set up systems or resolve issues.
* Log all incidents and service requests in Nahdi designated service desk ticketing system.
* Ensure all Incidents and Service Requests are successfully and accurately identified, categorized, prioritized, diagnosed and managed in the Service Desk IT Service Management Tool, whilst delivering excellent and clear communications of Incidents, Service Requests.
* Manage Helpdesk tickets, planning and prioritizing systematically to minimize backlog and ensure operational efficiency and agreed SLAs are met.
* Ensure system and data security is maintained at a high standard, ensuring the integrity of Nahdi network is not compromised.
* Provide technical assistance to project teams and undertake technical project roles when required; supporting the roll-out of new applications and solutions.
* Works with hardware and software vendors to resolve failures/problems
* Assist with monitoring license compliance for all system software
* Assist in the enforcement of standard computer configurations and naming conventions.
* Train end users on how to use software and hardware
Employee duties are not limited only to the above-mentioned Accountabilities;
he/she may perform other duties as assigned.
Work Environment:
* Indoors : 100%
* Outdoors : 0 %
* Working Days : 5 Working Days
* Days off : 2 Days Off
* Working Hours : 8:00 AM - 5:00 PM (1 hour break)
Job Requirements:
Education
* Diploma or BSc in IT related fields
Experience
* 3 Years of Experience
Computer Skills
* MS Office Suite
Languages
* English
* Arabic
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