Helpdesk Support Omanization Job Muscat area,Oman,IT/Tech

Position: Helpdesk Support Omanization)

Description:

This service support will be a member of the helpdesk support team. He will be Responsible for providing technical assistance and support related to computer systems, hardware, or software. Responds to queries, runs diagnostic programs, isolates problem, and determines and implements solution.

Roles & Responsibilities :

Operate the ticketing system and resolve the issues raised by the users

Build the knowledge base of the solution to reduce resolution time for similar issues

Work with team leader to create a set of FAQs to enable user to resolve known and repeated issues by themselves before raising a ticket (for ex. A laptop is not powering on. It could be due to dead battery. User to try booting with power before raising a ticket)

Advise politely to the users to browse the knowledge bank before raising a ticket.

In case of troubleshooting, be able to take control of the user system remotely through the utilities and resolve the issues.

Verify for pending tickets and inform status to users for open tickets for closing the issue.

Verify based on age of tickets, prioritize, problems, and follow up.

Supervise the movement of IT equipment based on the helpdesk request.

Give support for grid stations as per grid stations mentioned above.

Increase Clients end user satisfaction

Prepare regular news to share with media department.

Skills & Abilities:

Excellent in Installation and troubleshooting of all MS operating system and its applications.

Excellent knowledge of Desktop, Laptop, iPad/TAB for support, deployments, and troubleshooting.

Good working knowledge Management of local/network printers.

Hardware troubleshooting skills.

Preparation of support weekly/ Monthly report.

Preparation of site visits reports.

Should be capable to travel to any Client's locations across Oman to resolve IT problems
- Transportation & accommodation fees shall be included in the contract as per need Basis)

Excellent verbal and written communication skills

The ability to work independently as well as with our team

Reliable, on-time, personable, and customer-focused

The ability to multi-task and work across a range of IT issues with various timelines and priorities

Poise and patience during phone-based tech support and potential onsite visits

Solid writing skills to document work completed and create/maintain IT documentation for clients

Comfortable working with a variety of clients, other techs, and HW/SW vendors

Energetic, able to switch gears quickly from job-to-job / task-to-task

Qualification:

Bachelor’s degree in computer science or any information technology-related speciality.

Experience:

3 – 5 years of experience.

Professional/ Tech: MS environment-related certifications, specific to MS

System Centre

ITIL Foundation, A+ certifications are desirable.

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