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IT Client Support Supervisor Information Technologyتكنولوجيا المعلوماتIT Client Support Supervisor IT Client Support Supervisor 5/30/2020 9:00:00 PM<p><strong class="ms-rteThemeForeColor-2-5" style="font-family:arial;font-size:10.5pt;">Qualifications:</strong></p><p><span class="ms-rteThemeForeColor-2-5" style="font-family:arial;font-size:10pt;">Bachelor's degree in Computer Engineering or IT</span></p><p><strong class="ms-rteThemeForeColor-2-5" style="font-family:arial;font-size:10.5pt;"><strong>Experience:</strong></strong></p><p><span class="ms-rteThemeForeColor-2-5" style="font-family:arial;font-size:10pt;">8 years of combined experience in IT, preferably with Support function</span></p><p><span class="ms-rteThemeForeColor-2-5" style="font-family:arial;font-size:10.5pt;"><span style="font-family:arial;font-size:10.5pt;"><strong>Skills:</strong></span></span></p><p><span class="ms-rteThemeForeColor-2-5" style="font-family:arial;font-size:10pt;">Broad Knowledge of Computers(hardware & software) & Operating Systems</span></p><p><span class="ms-rteThemeForeColor-2-5" style="font-family:arial;font-size:10pt;">Knowledgeable on network, system , application and desktop troubleshooting</span></p><p><span class="ms-rteThemeForeColor-2-5" style="font-family:arial;font-size:10pt;">Strategic thinking</span></p><p><span class="ms-rteThemeForeColor-2-5" style="font-family:arial;font-size:10pt;">Analytical </span></p><p><span class="ms-rteThemeForeColor-2-5" style="font-family:arial;font-size:10pt;">Communication </span></p><p><span class="ms-rteThemeForeColor-2-5" style="font-family:arial;font-size:10pt;">Project Management</span></p><p><span class="ms-rteThemeForeColor-2-5" style="font-family:arial;font-size:10pt;">Planning and organising</span></p><p>​<strong class="ms-rteThemeForeColor-2-5" style="font-family:arial;font-size:10.5pt;">Qualifications:</strong></p><p><span class="ms-rteThemeForeColor-2-5" style="font-family:arial;font-size:10pt;">Bachelor's degree in Computer Engineering or IT</span></p><p><strong class="ms-rteThemeForeColor-2-5" style="font-family:arial;font-size:10.5pt;"><strong>Experience:</strong></strong></p><p><span class="ms-rteThemeForeColor-2-5" style="font-family:arial;font-size:10pt;">8 years of combined experience in IT, preferably with Support function</span></p><p><span class="ms-rteThemeForeColor-2-5" style="font-family:arial;font-size:10.5pt;"><span style="font-family:arial;font-size:10.5pt;"><strong>Skills:</strong></span></span></p><p><span class="ms-rteThemeForeColor-2-5" style="font-family:arial;font-size:10pt;">Broad Knowledge of Computers(hardware & software) & Operating Systems</span></p><p><span class="ms-rteThemeForeColor-2-5" style="font-family:arial;font-size:10pt;">Knowledgeable on network, system , application and desktop troubleshooting</span></p><p><span class="ms-rteThemeForeColor-2-5" style="font-family:arial;font-size:10pt;">Strategic thinking</span></p><p><span class="ms-rteThemeForeColor-2-5" style="font-family:arial;font-size:10pt;">Analytical </span></p><p><span class="ms-rteThemeForeColor-2-5" style="font-family:arial;font-size:10pt;">Communication </span></p><p><span class="ms-rteThemeForeColor-2-5" style="font-family:arial;font-size:10pt;">Project Management</span></p><p><span class="ms-rteThemeForeColor-2-5" style="font-family:arial;font-size:10pt;">Planning and organising</span></p><p><font style="font-size:10.5pt;"><span lang="EN-GB" style="line-height:107%;"><strong><font face="Arial">JOB OBJECTIVE</font></strong></span><font face="Arial">:</font></font></p><p><span class="ms-rteThemeForeColor-2-5" lang="EN-GB" style="line-height:107%;font-family:arial;font-size:10pt;">To manage and supervise day-to-day IT Service Help Desk operations to resolve reported technical problems, by monitoring performance of contracted support personnel, reviewing problem logs and trends in problems reported and recommending strategies for operational and technical improvements.</span></p><p><span class="ms-rteThemeForeColor-2-5" lang="EN-GB" style="line-height:107%;font-family:arial;font-size:10.5pt;"><strong>Description</strong></span></p><p><strong class="ms-rteThemeForeColor-2-5" style="font-family:arial;font-size:10.5pt;">Help Desk Support:</strong></p><p><span class="ms-rteThemeForeColor-2-5" style="font-family:arial;font-size:10pt;">Monitor customer feedback on help and support provided and continuously seek improvements – ensure that all inputs from customers are appropriately managed and learn from difficulties faced.</span></p><p><span class="ms-rteThemeForeColor-2-5" style="font-family:arial;font-size:10pt;">Prepare preventive and corrective maintenance schedule on computers, laptops, printers and other authorized peripheral equipment.</span></p><p><strong class="ms-rteThemeForeColor-2-5" style="font-family:arial;font-size:10.5pt;">Service Level Agreements (SLA'S):</strong></p><p><span class="ms-rteThemeForeColor-2-5" style="font-family:arial;font-size:10pt;">Liaise with other IT section heads to develop service level agreements with BU's and provide ongoing support of hardware and software in line with the SLA terms and agreement.</span></p><p><strong class="ms-rteThemeForeColor-2-5" style="font-family:arial;font-size:10.5pt;">Help Desk Manuals:</strong></p><p><span class="ms-rteThemeForeColor-2-5" style="font-family:arial;font-size:10pt;">Manage the preparation of instruction manuals and guides for easy reference by personnel and to ensure clarity on every step of the IT Help Desk process.</span></p><p><strong class="ms-rteThemeForeColor-2-5" style="font-family:arial;font-size:10.5pt;">Records:</strong></p><p><span class="ms-rteThemeForeColor-2-5" style="font-family:arial;font-size:10pt;">Maintain adequate records of support progress, in developing the files focus on the main areas of applications, hardware and office support so that specific sections can feel fully accountable for service improvements.</span></p><p><span style="font-size:10.5pt;">​<span lang="EN-GB" style="line-height:107%;"><strong><font face="Arial">JOB OBJECTIVE</font></strong></span><font face="Arial">:</font></span></p><p><span class="ms-rteThemeForeColor-2-5" lang="EN-GB" style="line-height:107%;font-family:arial;font-size:10pt;">To manage and supervise day-to-day IT Service Help Desk operations to resolve reported technical problems, by monitoring performance of contracted support personnel, reviewing problem logs and trends in problems reported and recommending strategies for operational and technical improvements.</span></p><p><span class="ms-rteThemeForeColor-2-5" lang="EN-GB" style="line-height:107%;font-family:arial;font-size:10.5pt;"><strong>Description</strong></span></p><p><strong class="ms-rteThemeForeColor-2-5" style="font-family:arial;font-size:10.5pt;">Help Desk Support:</strong></p><p><span class="ms-rteThemeForeColor-2-5" style="font-family:arial;font-size:10pt;">Monitor customer feedback on help and support provided and continuously seek improvements – ensure that all inputs from customers are appropriately managed and learn from difficulties faced.</span></p><p><span class="ms-rteThemeForeColor-2-5" style="font-family:arial;font-size:10pt;">Prepare preventive and corrective maintenance schedule on computers, laptops, printers and other authorized peripheral equipment.</span></p><p><strong class="ms-rteThemeForeColor-2-5" style="font-family:arial;font-size:10.5pt;">Service Level Agreements (SLA'S):</strong></p><p><span class="ms-rteThemeForeColor-2-5" style="font-family:arial;font-size:10pt;">Liaise with other IT section heads to develop service level agreements with BU's and provide ongoing support of hardware and software in line with the SLA terms and agreement.</span></p><p><strong class="ms-rteThemeForeColor-2-5" style="font-family:arial;font-size:10.5pt;">Help Desk Manuals:</strong></p><p><span class="ms-rteThemeForeColor-2-5" style="font-family:arial;font-size:10pt;">Manage the preparation of instruction manuals and guides for easy reference by personnel and to ensure clarity on every step of the IT Help Desk process.</span></p><p><strong class="ms-rteThemeForeColor-2-5" style="font-family:arial;font-size:10.5pt;">Records:</strong></p><p><span class="ms-rteThemeForeColor-2-5" style="font-family:arial;font-size:10pt;">Maintain adequate records of support progress, in developing the files focus on the main areas of applications, hardware and office support so that specific sections can feel fully accountable for service improvements.</span></p>

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