IT Officer

Job Summary

• Provide 1st line (telephone support) and 2nd line (desk side support) for incident resolution.
• Record all requests for assistance in the Assist call logging system, using the most appropriate source to resolve incidents. Seek assistance from colleagues where appropriate.
• Ensure all calls are responded to within a timely manner and within the agreed OLAs.
• Pass calls to 3rd line support teams (eg Networks, Email, Web, Server) if cannot be resolved first line.
• Ensure that customers are kept informed of events relating to their call.
• Monitor calls when passed to 3rd line teams.
• Build and maintain good customer relationships.
• Develop a detailed understanding of the business and departments that you support.
• Complete tasks and other assigned work to agreed deadlines.

Job Requirement

• Relevant experience in the provision of support for the Microsoft suite of applications. Sound experience in the support of PC’s and peripherals.
• Customer service experience.
• Fluent Arabic speaker (both in written and oral format)
• Excellent telephone manner.
• Ability to work well under pressure.
• Excellent communication skills.
• Flexible, customer focused approach to service delivery.
• An enthusiasm for learning about current and new technologies.
• To meet specific, agreed metrics and maintain these.
• A good team player and willing to share skills and experience with others.