SERVICE DESK ASSISTANT (Remuneration QR 7,400 + Accommodation and other benefits)
Reports to: Service Desk Administrator
1. Basic Function:
a. Proven ability in the use of all pertinent software applications. Must be able to communicate via telephone, email, person-to-person moderately complex or technical information, compose correspondence and reports. Must demonstrate excellent customer service and team skills. Experience in desktop and networking support, IT concepts, and IT Service Desk software. Proficient with MS Windows and MS Office and anti-virus software. Must be able to think logically and act decisively in critical situations. Will be required to demonstrate sound troubleshooting skills and have the desire to follow a problem through to resolution.
b. Under the direction of the Service Desk Administrator, the primary function of the IT Support assistant is to deliver frontline user support related to nearly every service and system in the Co and its associates. Support may be given in person, remotely, via email or telephone and occasionally on-site. The IT Support assistant must be knowledgeable in a broad, constantly evolving assortment of IT policies, procedures, and technologies, and must possess the maturity and reliability to provide user support accurately and consistently.
2. Duties Performed:
a. Primary responsibility is user support and customer service. Be present and visible in the IT Service Desk and available to users requiring technical assistance.
b. Respond to questions from callers and walk-ins; remotely assist staff with technology problems in offices, classrooms, and residence halls; assist in person with problems in the computer lab.
c. Learn fundamental operations of commonly used software, hardware, and other equipment.
d. Follow standard IT Service Desk operating procedures; accurately log all IT Service Desk contacts using call tracking software.
e. Accept general responsibility for the computer lab and ensure that it is ready for use; stock paper and toner in printers, push in chairs, restart frozen computers, etc.
f. Manage the circulation of headphones, manuals, or other materials as appropriate.
g. Attend all IT Service Desk training sessions.
h. Become familiar with available help resources; stay updated on technology changes or problems.
i. Maintain reasonable discipline and decorum in the IT Service Desk and computer lab areas.
j. Other duties as assigned by the IT Service Desk Administrator.
k. Member of a support team providing day-to-day workstation and user support.
l. Answer, evaluate and prioritize incoming calls and requests for assistance from users experiencing problems with hardware, software, networking, and other computer-related technologies.
m. Escalate or correctly route issues to the appropriate IT personnel.
n. Diagnose, troubleshoot and resolve problems of the company supported software and hardware.
o. Lead users through diagnostic steps to determine source of error.
p. Assign Tickets and consult with programmers to explain software errors experienced from customers and employees.
q. Install personal computers, software and peripheral equipment.
r. Assist in development, writing and producing installation documentation for the supported hardware and software applications.
s. Log, troubleshoot and track problems to a successful conclusion.
t. Perform routine distribution, installation and upgrades of applications.
u. Responsible for workstation builds / rebuilds.
v. Supports wireless PDA devices.
w. Support Remote Users (CAT, Home, Traveling users, e.g.)
x. Maintain and Update IT Software Library (including Microsoft upgrades)
3. Work Contacts:
End Users at all levels.
4. Independence of Operation:
Works primarily under Service Desk Administrator and carries out any other duties as assigned by Head of Technical Solutions and IT Manager.
5. Minimum Requirements:
Friendly presence and helpful attitude; good interpersonal skills and ability to work well with others.
Ability to provide technical support over the phone; good phone skills, professional demeanour, previous customer service experience strongly desired.
• Minimum of 3 years Computer Hardware Diploma
• Minimum of Microsoft Certified Professional (MCP)
• Microsoft Office and Window 2000 and XP Professional, Symantec anti-virus
Kindly send your Resume at xxxxxxx.xxx@xxxxx.xxx or xx.xxxxxxx@xxxxx.xxx |
