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

Preferred Candidate

Career Level Mid Career Residence Location Kuwait

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