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Role Summary & Duties and Responsibilities

Provide IT technical support for End users, software’s, applications and computers.

• Provide First line, second line of support for end users computing systems.
• Install and support Applications and Operating systems.
• Install and support for Printers and Printing services.
• First Level of support for PC’s, and all end users devices (Hardware/Software problems).
• Install and supporting computer Cabling.
• First line, Second line of support for LAN’s and WAN’s.
• Report problems and tasks on the computer Service Disk Trouble Ticketing system.
• Backup’s and restore for end users computers.
• Logs all calls, interactions and do first line, second line support.
• Check that all open calls are updated daily or according to service desk SLA.
• Liaise with second level support and all business units to ensure calls closed in timely manner or according to SLA.
• Define, update, implement and monitor Operating procedures.
• Monitor Service level agreements.
• Monitor, update Help Desk Inventory and end users assets.
• Train end users, on operating system, Office and VOIP phones.
• Insure implementing the Department policies and procedures.
• Responsible for the selection and purchase of desktops/laptops hardware, software, and telephone equipment.
• Provides service in solving complex operating problems with system related malfunctions·
• Meet with management to anticipate future computer needs ·
• Keep abreast of new technologies associated with Computers and Peripherals ·
• Check whether calls, interactions are logged correctly and escalated  to the correct department.
•  Follow up on calls, interactions escalated via service desk Trouble Ticketing system.
• Check that all open calls are updated daily or according to service desk SLA.

Experience & Qualifications

• Bachelor’s Degree in Computer Science or Information Technology or Equivalent Experience.
• Fresh Graduates or 1 year of experience in computer use, Help Desk, and technical support.

Skills

• Strong interpersonal and communication skills and the ability to work effectively.
• Self-starter and highly organized.
• Proficiency in Arabic and English (oral and written).
• Computer Literacy knowledge (Microsoft).
• Proficiency with MS Office suit (mainly Excel, Word, and PowerPoint.
• Excellent Communication Skills.
• Excellent organizational, team Work, and time management skills.
• Excellent coordination and follow-up skills.

Key Performance Indicators

• Service Desk documents, records, and reports are prepared, maintained, and typed accurately and in a timely manner. 
• Department files are appropriately maintained.
• Interactions SLA.
• Good coordination and communication exist with other staff members.
• Management is appropriately informed of area activities.
• Assigned functions are efficiently and effectively completed in a professional manner.