Urgently required IT Associate - Service Desk, iiQ8 Jobs, Alghanim vacancies

IT Associate – Service Desk

Location: KW – Company: Alghanim Industries

The IT Service Desk Associate will provide first line technical support to internal staff and be available to work on a shift pattern and out of hours pro rata. The successful candidate will require an aptitude for working with applications/systems to undertake analysis, diagnosis and resolution of staff problems, which may range from straightforward to more complicated technical issues. There is also a range of administration duties within this role. Coverage for support includes telephony across EMEA and Asia whilst also supporting offices in GCC where travel may be required to other offices. Home workers will also be supported. With good command on windows and Mac machines. Processes and procedure based on ITSM

Responsibilities:

Act as a single point of contact for phone calls and emails from staff regarding IT issues and queries
Receiving, logging and managing calls from internal staff via telephone and email
Working in the reports for ITSD team
CTI analyses to understand and log Problem cases
Follow up with the internal teams on the Problem case updates and close them.
Maintaining an Asset Database and track changes
Work with ITSD team on the IT Assets and keep a track on it in system and update accordingly
1st and 2nd line support – troubleshooting of IT related problems from in-house software to hardware, such as desktop/laptops, printers, to MS office
Troubleshoot basic network issues
Escalate unresolved calls to the operations support team
Log all calls in the Service Desk Call Logging system (Ivanti)
Take ownership of user problems and follow up the status of problems on behalf of the user and communicate progress in a timely manner
To maintain a high degree of customer service for all support queries and adhere to all service management principles
Provide basic in-house training in MS Office applications used within the Association (Word, Excel, Outlook, PowerPoint)
Provide stats for the weekly Service Desk report on call trends
Publishing support documentation to assist staff with requests for information & provide staff training if required
Basic Active Directory knowledge. Creating user accounts, reset passwords, create groups etc.
To arrange for external technical support where problems cannot be resolved in house
Good experience on desktop support and basic network knowledge as well
Can handle calls related to iMac and understands Mac platform.
Can trouble shooting Windows and iMac platforms
Desktop hardware, software applications, operating systems and network connectivity.
Problem solving – Resolve problems while maximizing efficient use of computing resources.
Documentation on the processes and guides related to daily work
Good Team Player
Dealing with higher executives