IT Analyst – Service Desk
Location: KW – Company: Alghanim Industries
Long Description
Job Summary
Provide first line technical support to internal Alghanim employees. 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.
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Job 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, MS office, 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
- Good experience on desktop support on basic network knowledge as well
- Can handle calls related to iMac and understands Mac platform
- Understanding on the basic Mac technologies (drop box, data transfer, OS upgrades etc…)
- Should have knowledge on Microsoft surface Hubs (configurations and setup)
- Can trouble shooting Windows and iMac platforms
- Dealing with higher executives
Candidate 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 10
- Windows Server 2003/2008/2010
- Office 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
Education
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