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.
D: 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
Job Details
| Posted Date: | 2018-09-13 |
| Job Location: | Al Kuwait, Kuwait |
| Job Role: | Information Technology |
| Company Industry: | Human Resources |
Preferred Candidate
| Career Level: | Mid Career |
| Gender: | Male |
| Degree: | Bachelor's degree |
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