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Sr. Service Desk Associate

Date: 11-Sep-2021

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

Education