Service Desk Support Rumaila The IT Support Engineer reports to the IT Support Manager. The Support Engineer is the single point of contact for integration and delivery of enduser support (Front-Office) to the ROO Business. The individual must be able to deliver effective business engagement to ensure support and delivery services are delivered in line with business needs and develop close working relationships between ROO IT Staff and onsite experts/contractors to improve knowledge sharing and deliver further support efficiencies.Ensure trouble-free operations of Desktop and related hardware and software within the ROO (Infrastructure and Applications Intel-based servers etc.) o Identify risks to service delivery, recommend options to address risks and execute approved options o Provide high quality desktop support (>65% first time fix), maintain and improve user satisfaction with IT services o Coordinate service delivery with internal and external service providers ensuring any service targets are met or exceeded o Assist the Support Manager with site management responsibilities (calls analysis, projects, management reporting etc.) Maximize value from local support contracts o Assist with Operational handover of projects o Provide hands-on support for standard desktop environment o Maintain call logs and provide base data for trend analysis o Maintain site equipment and core software license inventory o Assist ITC management with customer support initiatives o Act as Project resource when needed. o Coordinate Hardware/Printer/PC equipment maintenance o Coordinate with Support leads and Vendors for complete resolution of problems. Skills Extensive work experience in a similar infrastructure services management position. o Extensive knowledge Operating system and hardware level support. o Working knowledge of Infrastructure services frameworks e.g. ITIL. o Knowledge of IT standards, processes and policies. o Extensive knowledge of positive customer interactions. o Knowledge of data backup methodologies. o Extensive experience of supporting desktop Operating System o Extensive experience of supporting MS Office suite o Proven track record of maintaining high levels of customer satisfaction. o Experience of using helpdesk/call logging tools. you can apply through this link :
Posted on: Thu, 16 Oct 2014 10:31:25 +0000
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