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IT Service Desk Officer (Technical support) monitor, maintain and support all computer systems and software of Julphar.
He will provide high-quality end user service as the primary point of contact for Help Desk, Technical/Procedural support and problem resolution to users in Julphar using server-based or personal computer programs and hardware.
He will maintain installation and configuration of computer systems, diagnose hardware/software faults and solve technical problems, screens and processes requests for user access to central systems, either over the phone or face-to-face and maintains security of and access to central systems and confidentiality of information
Key responsibilities & Accountability:
Receive telephone calls from users requesting technical assistance using computer software and hardware or inquiring how to use specific applications.
Responsible for assisting all computer users in the company with their questions about any of our supported software and computing platforms to the best of his/her ability, in a professional and courteous manner.
Installing and configuring computer systems and connecting the systems to Julphar network.
Troubleshoots system problems and diagnosing and solving IT hardware/software faults.
Identifies the nature and cause of the problem and determine the most appropriate solution and responding within agreed time limits to call-outs.
Prioritizes and manages several open cases at one time.
Supports the roll-out of new applications.
Acts as user support to office automation infrastructure i.e. desktop, laptops, and Julphar based system.
User support to office productivity tools; Words, Excel, PowerPoint, Ac, Adobe Acrobat, Zip, including advanced and in interfacing / exchanging data between these different systems.
Acts as First and second-line support; remote and on-site support.
Responsible for the analysis, planning, and scheduling of the user request.
Preform other colleagues job either during their absence or in situation if required.
Qualifications:
- Education
Bachelor s degree in IT, Computer Science or related field.
- Experience:
At least 5 years experience in the same field.
- Training:
Key Competencies:
Excellent Interpersonal relations skills, especially in being a good listener and communication skills.
Good Problem-solving skills.
Must be a team player.
Technical Competencies:
Experience and strong knowledge about Computer hardware, printers, scanners and other peripherals.
Experience in using IT Service management ITIL process
Experience in installation, troubleshooting of Windows XP/7/10, Microsoft office products, adobe and other third-party software.