IT Helpdesk Officer


Contacts:

Job Description

• Provide user support and customer service on company-supported computer applications and platforms. Troubleshoot problems and advise on the appropriate action.

• Manage and supervise the calls which are received by all help desks. Key Responsibilities & Accountabilities:

• Provide effective 1st level IT support to customers.

• Assist in the day-to-day operation and performance of the Service Desk.

• Investigate and resolve higher-level faults that occur or escalate these to the appropriate area.

• Record incidents and resolutions using the Service Desk software.

• Monitor Service Desk records and analyze reports, taking preventative action to ensure Service Levels are met across the IT operational group.

• Monitoring and reporting on hardware, software and network resources to ensure a high level of performance, security and integrity

• Monitor all ‘High’ and ‘Major’ priority Service Desk issues to ensure prompt resolution

• Ongoing support to internal users by phone, email or in front office.

• Providing solutions to problems with regards to IT applications.

• Provide IT support for audio/video conference.

• Participation in IT projects, writing of new processes and user guides.

• Identify and escalate situations requiring urgent attention.

• Track and route problems and requests and document resolutions

• Prepare activity reports

• Ensure Computer Assets database is maintained and kept up to date

• Inform management of recurring problems

• Stay current with system information, changes and update.

• Provide telephony and customer facing support for initial fault diagnosis; liaise with customer throughout to ensure satisfactory resolution of problem.

Skills

As per the Job Description

Job Details

Job Location Kuwait Company Industry Retail & Wholesale Company Type Employer (Private Sector) Job Role Information Technology Employment Type Unspecified Monthly Salary Range Unspecified Number of Vacancies Unspecified