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).
