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Jeddah , Saudi Arabia
Posted 2023/04/27 07:10:13
Expires 2023-06-26
Ref: JB4684052
Job Description
- Handle Assigned task that emanates from the service desk supervisor.
- Analyze and fix problems quickly to minimize service interruption.
- Achieve customer satisfaction by serving them professionally.
- Assure Service Desk KPI are met and insure CustSat.
- Answer users’ queries (opened through Service Desk E-Support) by handing the tickets professionally and attend user’s questions and queries and log it into SD.
- Impart basic training to users on fictionality practices, dos and don’ts.
- Educate users on IT security, policies, Service Desk, FAQs.
- Provide Field support after office hours and on holidays, if required.
- Participate in critical incident handling team activities.
- Perform network support at the site offices and coordinate for the setup of it infrastructure for new sites.
- Support 100+ domain users (Faculty, Staff, Students).
- Train and educate users on system usage and security controls.
- Liaise with different consultant companies and their IT personnel working on the college projects.
- Coordinate with operation & infrastructure team while working on projects.
- Assist in managing the data center.
- Support server administration.
- Share technical knowledge with other members of the filed support team and solve critical problems within shortest time.
- Maintain good relationship with customers.
- Support users in offices, Labs, Classrooms to connect to and use VDI.
- Support of employee own device should be limited to connecting to the network.
- Support user computing recourses (Equipment, OS, Browser, Client setup for email, ERP)
- Confirm users do not violate security controls and software licenses
- Update the service desk application with status and resolution details.
- Initiate preventive actions required to stop recurrence of incidents.
- Install, configure and maintain new computer equipment like VDI desktops, PCs, Laptops, Printers, Scanners and mobile computing devices.
- Install software and security patches/upgrades, as required.
- Software and application troubleshooting.
- Follow up with application support for maintenance, upgrade and renewal.
- Checking printer’s connectivity and troubleshoot it.
- Communicate with the supervisor regularly on performance related to targets and identifying opportunities for improvement in customer care to ensure excellent customer service.
- Maintain an up to date knowledge of resolution practices, IT policies, client-side application setup, network troubleshooting and infrastructure details.
- Interact with IT vendors and coordinate with procurement to receive IT purchases and record it in SD and follow up with IT vendors on warranty and support contracts.
- Interact with system administrators for 2nd level support.
- Setup and configure Cisco IP Phones.
- Escalate user problems to service desk supervisor which remain open beyond agreed timelines.
- Consult and collaborate with systems administrator on systems and application issues.
- Train and demonstrate system startup/shutdown steps, login procedures, system functions, precautionary steps to users.
- Provide high level of customer service by answering their questions, giving accurate information and feedback.
- Gather user requirements fully, analyze them and make recommendations
- Be vigilant to notice misuse and misappropriation of IT assets and report violations to help desk supervisor immediately.
- Develop procedures/How-to guides/manuals. Share in knowledge management system/ FAQ’s.
Skills
- CompTIA A+ certification
- CNAA is a plus
- VMware VDI, PCs, Laptops, Windows OS, Office 365, in order to analyze, interpret and apply for field support purposes.
- Team Player.
- Languages: Arabic/English
- Organizing and coordinating skills.
- Ability to gather data, compile information, and prepare reports
- Ability to multitask at a high level of competency and accuracy performing detailed work.
- Strong interpersonal and communication skills
Job Details
Job Location
Jeddah , Saudi Arabia
Job Role
Information Technology
Employment Status
Full time
Employment Type
Employee
Preferred Candidate
Career Level
Entry Level
Years of Experience
Min: 1 Max: 3
Nationality
Saudi Arabia
Degree
Bachelor's degree