IT Officer - Service Desk

Alghanim Industries

Valid Till: N/A

SA

Job Description

  • 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

Requirements:

  • Experienced in presenting to all levels
  • Proven ICT support skills
  • Proven system management skills
  • Proven experience of project management
  • Proven excellent written communication skills
  • Knowledge of ICT industry developments
  • Ability to prioritise own work to support business priorities
  • 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
  • Degree educated or qualified by experience
  • ITILv3 certified desirable
  • Minimum 2 years’ experience in a similar role
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