Job Purpose

Provide Level 1 and 24/ 7 Helpdesk support services within ENOC on company-supported computer applications and platforms to ensure secure, reliable and smooth running of the user support function and maintain a high quality and avail ability of IT and performance of the network, servers & applications through monitoring systems, tools and services. Troubleshoot end user hardware and software problems via phone, email or remotely and advise on the appropriate action to be taken.

Principal Accountabilities

• Implement all approved help desk policies, processes, systems, standards and standard operating procedures in order to support execution of Help Desk operations in line with Company policies and International standards.

Additional Principal Accountabilities

• Manage , process and assign all the IT service request s including work request s, change requests, incidents and tasks
• Manage and maintain user ac count s activities such as username & membership/ OU in active directory and mailbox creation, migration & license assignment in exchange and Skype
• Prioritize critic al issues that impact fueling and payments for sites (all Pumps or all VeriFone' s are not working) in order to avoid interruption of the service to the customers
• Cross-verify online pro duct transaction s in the backend database using MS SQL & TOAD for the pro duct s such as Etisalat, iTunes, Pl ay Station, DU, etc.
• Troubleshoot, analyse and solve incidents raised by retail sites for Applications and services on VM Ware servers related to fueling, PO S and Verifone
• Monitor recurring events / incidents and raise problem tickets
• Communicate planned/unplanned IT activities and announcement to customers/ end-users

Education

• Bachelor's in Computer Science, Computer Engineering or Business field or equivalent
• Any IT related certificate is a plus.

Experience

• 2 years of experience in general IT functions with around 1 year in help desk operations.
• Experience with usage and troubleshooting Microsoft products within a network environment.
• Good Knowledge of PC, Mobile, Laptop and Tablets hardware installation and configuration.