وظيفة شاغرة لدى مؤسسة نهر الاردن

نهر الاردن
التاريخ

IT Officer (Help Desk)


 

عن هذه الوظيفة

Support the delivery of high-quality customer service, focused local/remote technical support, and provide timely and accurate problem resolution to a wide range of complex technical issues, to achieve high level of user satisfaction.

 

Core Responsibilities:

 

  • Ensure the end-to-end customer experience and provide a single point-of-contact for the JRF regarding IT issues and requests.
  • Provide technical support over the phone, excellent phone skills, professional demeanor, previous customer service experience strongly needed.
  • Utilize efficiently Microsoft Office applications for support, reporting and documentation.
  • Apply excellent oral and written communication skills.
  • Apply good problem-solving skills; ability to visualize a problem or situation and think abstractly to solve it.
  • Handle constantly changing flow of traffic and remain productive during slow times and multitask effectively during busy times in support of JRF business objectives.
  • Apply technical knowledge to think around problems and come up with creative solutions.
  • Apply AD knowledge unlocking accounts and providing technical solutions.
  • Identify technical issues/problems and assess magnitude to ensure the right solution is applied using established procedures, guidelines, and technical experience.
  • Carry out remote diagnostic troubleshooting by using appropriate technical references.
  • Ability to multi-task, handle multiple high-priorities, balance priorities.
  • Assume ownership of incidents and requests escalated.
  • Must be able to work effectively independently, or as a member of a team.
  • Exercise patience and professionalism during stressful situations.
  • Ability to work with or without direct supervision.
  • Friendly presence and helpful attitude; good interpersonal skills and ability to work well with others.
  • Identify alternative solutions to resolve non-standard problems.
  • Carry out related change management requests as per best practices.
  • Escalate issues to higher level support within IT department.
  • Constant contact with business users to discuss support requirements, service, and training.
  • Work closely with other IT personnel to discuss processes, users’ needs, and requirements.
  • Team player with excellent communication skills.
  • Provides after-hours and on-call support as needed.
  • Work on standby and shift duties when needed.
  • Provide IT Desktop Support functions when needed.
  • Strong knowledge of Microsoft based operating systems and Microsoft Office.
  • Be able to provide basic Mobile support for JRF users.
  • Ability to communicate effectively over video conferences, phone, chat, email, or in-person in clear Arabic & English languages.
  • Strong analytical skills with excellent ability to solve problems.
  • Able to communicate technical details and instructions in plain, non-technical language.
  • Strong comprehension of desktop hardware and troubleshooting.

Strong in providing remote desktop troubleshooting

 

 

Qualifications:

  • Bachelor Degree in Computer Engineering, Computer Science.
  • IT certifications such as (A+, Network+, ITIL, ITSM, MS 365 Certified End Point Administration.
  • Strong English and Arabic language skills (written and spoken).
     

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