Kuwait Job Vacancy, iik Jobs, Alghanim Careers, Service Desk Associate

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Sr. Service Desk Associate

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.

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