mselect is looking on behalf of a major global oil and gas client in Basrah a Service Desk Engineer who has to deliver effective business engagement to ensure support and delivery services are carried out in line with business needs, 2-4 years of experience in the same role is requested, the candidate must be fluent in Arabic and English.
ROLE SUMMARY
The IT Support Engineer reports to the Service Desk Lead. The Support Engineer is the single point of contact for integration and delivery of end- user support (Front-Office) to the Business. The individual must be able to deliver effective business engagement to ensure support and services delivered are in line with business needs and develop close working relationships between IT Staff and onsite experts/ contractors to improve knowledge sharing and deliver further support efficiencies.
KEY ACCOUNTABILITIES
- Ensure trouble-free operations of Desktop, related hardware and software
- Provide high quality desktop support (>65% first time fix), maintain and improve user satisfaction with IT services
- Coordinate service delivery with internal and external service providers ensuring any service targets are met or exceeded
- Assist the Support Leader with site management responsibilities (calls analysis, projects, management reporting)
- Identify risks to service delivery, recommend options to address risks and execute approved options
- Assist with operational handover of projects
- Provide hands-on support for standard desktop environment
- Maintain call logs and provide base data for trend analysis
- Maintain site equipment and core software license inventory
- Assist ITC management with customer support initiatives
- Act as project resource when needed
- Coordinate end user hardware maintenance
- Coordinate with support leads and Vendors for complete resolution of problems
CRITERIA & QUALIFICATIONS
- Extensive work experience in a similar position
- Extensive knowledge in operating system and hardware
- Working knowledge of Infrastructure services frameworks e.g., ITIL
- Knowledge of IT standards, processes, and policies
- Extensive knowledge of positive customer interactions
- Knowledge of data backup methodologies
- Extensive experience of supporting desktop operating system
- Extensive experience of supporting MS Office suite
- Proven track record of maintaining high levels of customer satisfaction
- Experience of using helpdesk/call logging tools
*Only applicants meeting the strict criteria outlined above will be contacted as part of the shortlisting process.