We needCareer Opportunities: Senior Officer, Help Desk IT
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This job description is a summary of the typical job duties and requirements that are essential to the evaluation of the job and is not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of personnel so classified. On occasion, individuals classified on this job may be required to perform functions of a higher or lower skill level not included in this job description.
Job Summary/Purpose
Provide technical and help desk assistance to the employees of Al-Sayer Group for service delivery function.
Job Responsibilities
- Provide IT assistance to employees on telephone and advice employees to raise IT request in case of a major problem.
- Coordinate with concerned IT section and raise a Help Desk request whenever a call or email from end user is received and it requires a specialist intervention.
- Receive the requests for the service delivery function and assign it to concerned team member.
- Collect the feedback related to services offered and report to functional head.
- Check and follow-up on the internal delays and bottlenecks to service functions in order to maximize customer satisfaction.
- Maintain a log of all help desk interactions for the department management.
- Check the Internet/Data connectivity and escalate any issues to Internet service provider for immediate actions.
- Provide technical details on CAPEX and Non-CAPEX requirements in the purchasing process of the IT items.
- Check the pending IT service requests related to service deliveries and escalate to concerned sections or the staff as per ISO SLA for IT department.
- Perform Password reset requests for the user who forget login information.
- Identify and provide solutions to customers for project service queries.
- Install and configure printers, scanners and other related devices off site.
- Maintain and perform daily back up of company documents such as mailbox, shared folders, SAP landscape documents etc.
- Check for new vendors in the market or coordinate with existing vendors to close new requirements.
- Conduct Help Desk training to the new staff of IT Help Desk section.
Minimum Requirements
Educational Qualifications and Experience: Bachelor Degree in Computer Science with 2 Years of Experience or Diploma in Computer Science with 4 years of additional experience.
Linguistic Abilities: English and Arabic is a must
Linguistic Abilities: English and Arabic is a must
Techno-Functional Competencies
B-Document Archival, Security and Management
S-Helpdesk Applications
S-Policies and Procedures
S-Hardware equipment and system
B-Business Writing
S-Products and Services
S-Helpdesk and Technical Support Process
Behavioral Competencies
4 - Achievement Orientation
4 - Problem Solving
4 - Customer Orientation
4 - Execution Excellence
4 - Personal Effectiveness
4 - Impact and Influence
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The information contained in this Job profile is the property of Al- Sayer Group. It must not be copied or used for commercial or other purposes without prior written consent of the Management of Al-Sayer Group.
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