Job Purpose

To provide service desk support activities within ENOC to ensuring secure, reliable and smooth running of the user support function to maintain a high quality and availability for the IT services.

Assist end user with hardware and software problems via phone, email, or visiting them to understand and resolve the problem.

Principal Accountabilities

• Take a lead to provide immediate fix whenever user incidents are identified or reported.

• Proactively monitor the delivery of the service desk support function according to approved policies and procedures, user requests, SLA’s, and maintenance schedule.

• Any special assignment from line manager or IT senior management.

• To provide technical support; answering support queries via phone, email and fax.

• Installation, configuration or upgrade of end user device’s, like” PC’s Laptops, Tablets, Mobiles…

• To maintain a high degree of customer service for all support queries and adhere to all service management principles.

• To take ownership of user problems and be proactive when dealing with user issues.

• To log all calls on the call logging system.

• Respond to enquiries from clients and help them resolve hardware or software problems.

• Maintain a log of any software or hardware problems detected.

• Support users in the use of Computer equipment by providing necessary training and advice.

• To allocate more complex calls to the relevant IT Support member.

• To arrange for external technical support where problems cannot be resolved in house

• To escalate calls to appropriate individuals/roles if the call cannot be resolved within the agreed time frame

Experience

• Degree: Minimum Bachelor’s degree in Computer Science, Computer Engineering or equivalent.

• Having related professional Industry certifications will be a plus as well as project management certifications such as PRINCE II, PMP, etc.

• Preferred professional certifications: ITIL

Experience

• 3+ years of IT infrastructure experience with a focus on end user support management

• Solid understanding of technical application support and application security concept and requirements

• Good knowledge of TCP/IP, FW, networking protocols and security concepts.

• Good knowledge and experience in end user support frameworks

• Excellent telephone etiquette and using call logging software.

• Strong knowledge of Microsoft based operating systems, office suite of applications and other Microsoft based applications, like: AD, DNS, HTTP/s, SSH, LDAP, DHCP, etc.

• Experience with using and troubleshooting Microsoft Outlook within a network environment (permissions, calendar sharing, delegation)

• Good Knowledge of PC, laptops, tablets and mobile hardware set-up and configuration.