Job Details
Type: Full Time
Post Date: 30+ days ago
Industry: Other
Job Description
Job 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
Maintaining an Asset Database and track changes
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 (Remedy)
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
Candidate Requirements
Experienced in presenting to all levels
Proven ICT support skills
Proven system management skills
Proven experience of project management
Proven excellent written communication skills
Knowledge of ICT industry developments
Ability to prioritise own work to support business priorities
Ability to work autonomously and manage conflicting priorities
Ability to provide IT support to customers including; Microsoft technologies, Mobile, Wi-Fi and Email configuration
Windows XP/7/10
Windows Server 2003/2008/2010
Office 2010/365
Active Directory
TCP/IP and general network knowledge
Experience of Avaya telephone system desirable
Experience of working within SLA and ITIL defined businesses preferred
Degree educated or qualified by experience
ITILv3 certified desirable
Minimum 2 years' experience in a similar role
Founded at the turn of the century, Alghanim Industries is one of the region’s largest, privately-owned multi-national companies. We are proud to employ over 15,000 people in 30 businesses across 40 countries in the Middle East & North Africa, Turkey, and emerging Asia. We’re an established, successful commercial enterprise, building and growing our own brands and managing global partnerships. We’re market leaders in almost every sector we operate in, including retail and consumer electronics, food and beverage, automotive sales and services, engineering and maintenance, insulation, pre-engineered steel building, logistics and warehousing solutions, fast-moving consumer goods, office automation, advertising, insurance, consumer credit, and travel.
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