· 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, MS office, 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
· Good experience on desktop support on basic network knowledge as well
· Can handle calls related to iMac and understands Mac platform
· Understanding on the basic Mac technologies (drop box, data transfer, OS upgrades etc…)
· Should have knowledge on Microsoft surface Hubs (configurations and setup)
· Can trouble shooting Windows and iMac platforms
· Dealing with higher executives
Job Details
| Posted Date: | 2021-04-29 |
| Job Location: | Al Fahahil, Kuwait |
| Job Role: | Information Technology |
| Company Industry: | Automotive Dealership & Distributor; Consumer Electronics; Catering, Food Service, & Restaurant |
Preferred Candidate
| Career Level: | Mid Career |
| Nationality: | United Arab Emirates; Bahrain; Djibouti; Algeria; Egypt; Iraq; Jordan; Comoros; Kuwait; Lebanon; Libya; Morocco; Mauritania; Oman; Palestine; Qatar; Saudi Arabia; Sudan; Somalia; Syria; Tunisia; Yemen |
| Degree: | Bachelor's degree |
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