Jobs in Oman - career in Oman - vacancies in Oman-IT Support Officer - Averda-Jobs in Oman - career in Oman - vacancies in Oman
ROLE SUMMARY
The role of the IT Support Officer is to be a first point of contact for all IT related queries, requests and incidents across all averda sites globally and to escalate anything that cannot be resolved at first contact or subsequent diagnosis to the appropriate specialist teams across averda IT departments. In short, this role requires level 1 and level 2 technical expertise and can be based anywhere in averda globally.
ACCOUNTABILITIES
Answer helpdesk calls, monitor IT mailboxes and provide Lync support for end user requirements.
Circulate helpdesk tickets to the appropriate IT teams when required in order to avoid delays.
Provide support by telephone, through a 3rd party or be on-site depending on ticket requirements.
Diagnosis and resolution of technical issues for PCs and MACs so end-users have minimal downtime.
Set up and configuration of laptops and desktops in order for new joiners to begin their duties.
Network and telephony support, in order for the business to function in chosen locations.
Installation of authorised software to laptops and desktops as per user line manager requirements.
Document solutions for the IT Support team and for the business end-users to have easy access.
Ensure a high level of customer service and support to all averda staff for end user satisfaction.
Support and assist IT colleagues in order to resolve issues for end-users quicker.
Train end-users, when possible, on the usage of any of the IT systems.
Assist the IT Administration department when requested by the team leader.
Assist the Systems and Network Architects on project work when requested by the team leader.
PERFORMANCE MEASURES/SUCCESS CRITERIA
All helpdesk phone calls answered within 2 minutes.
All e-mail or Lync support requests responded to within 30 minutes.
First time fixes of non-application issues at a 90% level with no escalation.
Resolution of tickets which do not require approvals or 3rd party involvement within 8 working hours.
At least 2 documented solutions or end-user guides per month.
Job Details
| Date Posted: |
2017-07-19 |
| Job Location: |
Muscat, Oman |
| Job Role: |
Information Technology |
| Company Industry: |
Safety/Environment |
Preferred Candidate
| Career Level: |
Entry Level |
Jobs in Oman - career in Oman - vacancies in Oman-IT Support Officer - Averda-Jobs in Oman - career in Oman - vacancies in Oman
