IT Helpdesk Engineer – URGENT – Client of Five Continents in Dubai
Required Skills –> Basic Function and Scope: –> BASIC FUNCTION To provide efficient, qualitative and user-friendly help-desk support to the systems used by the user to ensure effective resolution of day to day problems and queries regarding assigned systems. Provide continuous professional Help Desk & Desktop support covering PC, Software, Printer, Scanner etc. Identifies user problems, analyses same utilizing diagnostics, and resolving the same by remote or physically. Maintains information of users, configuration, and problems in helpdesk system or database management system for future reference and prepare statistical reports. WORK PERFORMED Â· Receives, records and acts on problems from users of enterprise computer services. The problems cover the following areas: o Hardware, such as COMPANY enterprise PCs, computers, peripherals and networking equipment. o System Software, Desktop operating systems and associated software services. o Application Software, such as financial systems, material, maintenance, HR System scientific applications, PC applications. o Operational, such as job scheduling, data set restorations and security violations. Â· To log Service Requests and Change Requests in Helpdesk Enterprise Application and to close them after recording the resolutions and ensuring that the end user is satisfied with the solution. Â· To maintain, support and upgrade the Helpdesk information system and generate reports as required by the IT Management. To prepare systems log and monthly statistics for analysis of performance detailing type of problems. Â· Visits user on site and tries to identify the complicated problems by checking the system/performance/software/hardware and applications, Â· To plan, execute and coordinate the deployment of PCs, Laptops, Network and Standalone Printers and other IT Client Hardware. Â· To plan, execute and coordinate the upgrade of Client Operating Systems and Desktop Applications. Â· Appraises and then advises users of appropriate problem/enquiry resolution. Â· Interprets and routes user problem/enquiry to selected resource for resolution. Â· Initiates problem tracking and follow ups on reported problems with ITD concerned parties for possible rectification. Â· Records problem resolution and correlates with historical database Â· Studies, analyses, recommend and customize the workflow of Help Desk activities and provide constant reports to management on the activities status. Â· Develops and maintains up-to-date procedures and guidelines related to the efficient use of the Help Desk inventory control in the area of reported user problems, user queries and filter and forecast resolutions to other enterprise user community. Â· Provides quality assurance services to end users by providing defining and enforcing adequate service level in terms of problem reporting and resolution response time, resolution escalation and quality of resolution. Â· Produces and analyses statistical charts and generates detailed and summary reports at periodical intervals and alerts management on areas that falls below measured productivity lines. Â· Prepares and distributes questionnaires and surveys to user community and analyses userâ€™s replies and conducts regular meetings with them to resolve conflicts and misunderstanding issues to satisfy userâ€™s requirements. Â· Prepares end-of-month management reports related to Help Desk activities.
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