IT Service Desk Agent (Immediately)

19 يوليو، 2022

0 9 2 دقائق

Job Description

Job Description :
Company
Our client is one of the largest international Insurance players in the GCC. It offers a wide range of insurance products and services for corporate, SME and individual customers.
They are currently looking to recruit an Immediate IT Service Desk Agent to be based in Bahrain.
Duties & Responsibilities:

Manage end-user issues raised to Service Desk (Level 1) through tickets and calls received through IVR
Handle incoming calls from end-users in a professional manner and within the defined service levels and ensure achievement of KPI's
Ensure proper and timely communication to the end-user on every ticket through the Service Desk tool and phone
Ensure all work conducted is being logged and managed within tickets raised by or on behalf of business users
Provide high-quality resolutions of assigned tickets and managing the expectations of the users
Ensure to resolve and close all end-user tickets within the defined Service Level Agreement (SLA) targets
Escalate tickets that are beyond the scope of Service Desk to other teams in 2nd level (Applications team and Field Support team) and 3rd level (Infrastructure and Production teams)
Act as the 1st point of contact for all IT related issues or requests
Build a strong trust relationship with business users across the region
Build strong collaboration with level 2 and 3 IT teams
Create and update documentation for end-users when needed for known issues/requests
Create and modify user accounts for Active Directory and all applications
Install end-user software (licensing validity and availability checks)
Deployment of new applications (and/or upgrades) and follow-up
Troubleshoot software application issues to resolve basic known ones and escalate complex ones to 2nd level, 3rd level and vendor
Manage applications permissions changes for end-users
Create mailboxes and troubleshoot email issues (Exchange server)
Troubleshooting of printer issues
Call center system support
Mobile management enrollment and activation
Shared folders permissions management
Ensure full compliance with the Information Security policy and procedures
Review encryption and antivirus definition status and remediate any issues
Administrative Privileges management
Ensure that all provided laptops have the necessary physical security measures
Scan computers for virus infection
Provide physical access to staff and visitors as necessary.
Troubleshoot end-user internet issues
Local area network and Ethernet connections support
Wireless network access basic support
Headset phone and softphone setup for call center staff
VPN configuration and troubleshooting

Qualification & Requirements:

Bachelor or Diploma Degree in an IT related field or equivalent hands-on experience
2-3 years experience in an IT Service Desk role
ITIL v3/v4 Foundation Certification
MCSA in Windows Server 2012/2016 or MCTS in Windows Server 2008
Excellent communication skills in English, both verbal and written
Critical and analytical thinking and creativity – always challenging the status quo and find better ways to complete tasks
Ability to prioritize workload appropriately based on the impact on the business
Good understanding of computers architecture, Microsoft and desktop applications, computer peripherals, operating systems and application software
Excellent understanding of Microsoft Windows infrastructure (Windows Server and Windows client)
Good understanding of Microsoft Active Directory services
Excellent knowledge of Microsoft Office products including O365 and Skype for Business
Familiarity with Citrix and remote desktop or any VDI platform
Familiarity with Distributed File Sharing
Good understanding of ITIL framework or any other service management framework
Excellent understanding of IT service management tools and ticketing system
Knowledge of using a call center system to manage incoming and outgoing calls with customers (Vocalcom, Cisco UC, Avaya etc.)
Knowledge of using remote access tools for remote troubleshooting
Ability to systematically troubleshoot complex problems and resolve them or escalate to the right team