HMD Helpdesk Engineer

Responsibilities

• Adhere to all HSE guidelines and proactively encourage an HSE culture

• Work to agreed performance contracts and service levels.

Support:

• Provide 1st line desktop support to all staff (PC’s, Outlook, File Sharing & printing and Intranet/Internet services)
• Own service improvement plans to meet expected service levels
• Take full responsibility for call logging using the electronic Helpdesk System
• Follow correct escalation process to assist in fault resolution.

Follow the client's ITC operation processes: Change, problem, incident and asset management

• Own, analyse and rectify identified problems in a professional and timely manner. Escalating and working closely with other support personnel when rectifying complex problems.
• Comply with project IT and Telecoms standards, security guidelines.

• Provide input and support to project related work.

• Assist in developing risk assessments
• Assist in the implementation of infrastructure improvement projects

Conduct any other activities, within reason, as agreed with the site ITC management

Specialist Skills and Experience Required

• Experience of supporting Windows 10.

• Experience of Microsoft Internet Explorer.

• Experience of MS Office 365 in particular Word/Excel/Powerpoint, Microsoft Outlook.

• An understanding of Multi-vendor, Local Area Networking infrastructure, including Ethernet, TCP/IP.

An understanding of Multi-vendor, Wide Area Network infrastructure

Qualifications

• At least three years’ experience in Technical 1st Line desktop Support with knowledge of (Windows, MS Office 365 , TCP/IP )

• At least two years’ experience with LAN and WAN support.

• Background of working to SLA’s

• Participation in Quality and Service improvement initiatives.

• English / French / Arabic speaking