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IT HELPDESK OFFICER

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Date: 14-Nov-2021

Location: DUBAI, AE

Company: ENOC

Job Title

IT Helpdesk Officer

Business

ENOC - SSC

Job Purpose

To provide Level 1 and Helpdesk 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.

To assist end user with hardware and software problems via phone, email or remotely and this includes level 1 call along with some pre-defined 2nd level calls.

Principal Accountabilities

Operational 
•    Provide the level 1 helpdesk support to achieve the agreed department / function KPI
•    Provide the level pre-defined 2 helpdesk support to achieve the agreed department / function KPI
•    Any special assignment from line manager or IT senior management. 
•    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 the 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 level 2 calls to the relevant member of Service Operations. 
•    To escalate calls to appropriate individuals/roles if the call cannot be resolved within the agreed time frame
•    Close calls in a timely manner on Help Desk system, ensuring quality help desk data are gathered.
•    Create IT awareness contents including video tips.

Experience

Education
•    Degree: Preferable Bachelor’s or Diploma degree in Computer Science, Computer Engineering or Business field or equivalent
•    Any IT related certificate is a plus.

Experience 
•    1+ years of Helpdesk experience
•    Excellent telephone etiquette and using call logging software. 
•    Strong knowledge of Microsoft based operating systems, office suite of applications and other Microsoft based applications
•    Experience with using and troubleshooting Microsoft Outlook within a network environment (permissions, calendar sharing, delegation) 
•    Good Knowledge of PC, Mobile, Laptop and Tablets hardware set-up and configuration.