IT Helpdesk Officer
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الوصف الوظيفي • Manage and supervise the calls which are received by all help desks. Key Responsibilities & Accountabilities: • Provide effective 1st level IT support to customers. • Assist in the day-to-day operation and performance of the Service Desk. • Investigate and resolve higher-level faults that occur or escalate these to the appropriate area. • Record incidents and resolutions using the Service Desk software. • Monitor Service Desk records and analyze reports, taking preventative action to ensure Service Levels are met across the IT operational group. • Monitoring and reporting on hardware, software and network resources to ensure a high level of performance, security and integrity • Monitor all ‘High’ and ‘Major’ priority Service Desk issues to ensure prompt resolution • Ongoing support to internal users by phone, email or in front office. • Providing solutions to problems with regards to IT applications. • Provide IT support for audio/video conference. • Participation in IT projects, writing of new processes and user guides. • Identify and escalate situations requiring urgent attention. • Track and route problems and requests and document resolutions • Prepare activity reports • Ensure Computer Assets database is maintained and kept up to date • Inform management of recurring problems • Stay current with system information, changes and update. • Provide telephony and customer facing support for initial fault diagnosis; liaise with customer throughout to ensure satisfactory resolution of problem. المهارات تفاصيل الوظيفة https://www.bayt.com/ar/kuwait/jobs/it-helpdesk-officer-4466581/ |
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