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Job Description
The IT Service Desk is the central point of contact for all IT-related incidents and service requests. The role of the Service Desk Support Technician is to provide first-line support for all staff. The Service Desk Support Technician is responsible for logging incidents and service requests and resolving support requests ensuring service levels:
- Install, configure, troubleshoot and support Windows clients and servers
- Install, modify, troubleshoot and repair computer hardware and software.
- Install, modify, troubleshoot, and repair network components hardware, software, and support LAN, WAN, network segments, Internet, and Internet systems
- Determine hardware and software requirements based on business needs.
- Manage security options and software in computers and networks to maintain privacy and protection from attacks
- Arrange maintenance sessions to discover and mend inefficiencies
- Develop new strategies and IT procedures to increase efficiency, and enhance workflow.
- managing multiple ERP implementation projects.
- Monitor all live services/servers through the monitoring tools
- Following up on open tickets till closure.
- Provide customers with all required information through ERP system.
- To provide support for users in the operation.
- Be involved in incidents, Problems, and Service Requests.
- Clarify tickets logged with requesters and communicate about resolution progress.
- Communicate with the user community to provide the status of open problems and the changes associated with new solutions
Job Requirements
- Experience working on ERP (SAP) projects with multiple stakeholders including business requirements gathering, product configuration, and customization.
- Required university degree in IT-related field.
- Minimum 2 years of experience.
- General knowledge of IT infrastructure
- Has a broad understanding of end-to-end business processors like scheduling preventive maintenance, corrective maintenance, and trouble ticket handling
- Solid experience in databases like (SQL, MySQL, … etc.)
- ITIL qualification is preferable
- Very good in English (read/write)
