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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