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IT Support Analyst Information Technologyتكنولوجيا المعلوماتIT Support Analyst IT Support Analyst 5/30/2020 9:00:00 PM<p style="text-align:left;"><strong class="ms-rteThemeForeColor-2-5" style="font-family:arial;font-size:10.5pt;">Qualifications:</strong></p><p style="text-align:left;"><span class="ms-rteThemeForeColor-2-5" style="font-family:arial;font-size:10pt;">Bachelors in IT</span></p><p style="text-align:left;"><span class="ms-rteThemeForeColor-2-5" style="font-family:arial;font-size:10pt;"><strong style="font-size:10.5pt;">Experience:</strong></span></p><p style="text-align:left;"><span class="ms-rteThemeForeColor-2-5" style="font-family:arial;font-size:10pt;">5-7 years of experience in IT Support or helpdesk operations</span></p><p style="text-align:left;"><span class="ms-rteThemeForeColor-2-5" style="font-family:arial;font-size:10pt;">Expert knowledge on  desktop hardware,  operating system, software application  and network troubleshooting </span></p><p style="text-align:left;"><span class="ms-rteThemeForeColor-2-5" style="font-family:arial;font-size:10pt;">Strong knowledge and experience in ITIL service desk implementation and performance tuning</span></p><p style="text-align:left;"><span class="ms-rteThemeForeColor-2-5" style="font-family:arial;font-size:10pt;"><span class="ms-rteThemeForeColor-2-5" style="font-family:arial;font-size:10pt;"><span class="ms-rteThemeForeColor-2-5" style="font-family:arial;font-size:10pt;"><strong style="font-size:10.5pt;">Skills:</strong></span></span></span></p><p style="text-align:left;"><span class="ms-rteThemeForeColor-2-5" style="font-family:arial;font-size:10pt;">Good Knowledge about Computers & Operating systems</span></p><p style="text-align:left;"><span class="ms-rteThemeForeColor-2-5" style="font-family:arial;font-size:10pt;">Ability to learn & adopt to new networks installed at Woqod</span></p><p style="text-align:left;"><span class="ms-rteThemeForeColor-2-5" style="font-family:arial;font-size:10pt;">Communication Skills</span></p><p style="text-align:left;"><span class="ms-rteThemeForeColor-2-5" style="font-family:arial;font-size:10pt;">High-level experience in customer support services</span></p><p style="text-align:left;"><span class="ms-rteThemeForeColor-2-5" style="font-family:arial;font-size:10pt;">Analytical mindset</span></p><p style="text-align:left;"><span class="ms-rteThemeForeColor-2-5" style="font-family:arial;font-size:10pt;">Ability to formulate plans, designs, practices, policies and procedures related to operation and new projects</span></p><p>​<strong class="ms-rteThemeForeColor-2-5" style="font-family:arial;font-size:10.5pt;">Qualifications:</strong></p><p style="text-align:left;"><span class="ms-rteThemeForeColor-2-5" style="font-family:arial;font-size:10pt;">Bachelors in IT</span></p><p style="text-align:left;"><span class="ms-rteThemeForeColor-2-5" style="font-family:arial;font-size:10pt;"><strong style="font-size:10.5pt;">Experience:</strong></span></p><p style="text-align:left;"><span class="ms-rteThemeForeColor-2-5" style="font-family:arial;font-size:10pt;">5-7 years of experience in IT Support or helpdesk operations</span></p><p style="text-align:left;"><span class="ms-rteThemeForeColor-2-5" style="font-family:arial;font-size:10pt;">Expert knowledge on  desktop hardware,  operating system, software application  and network troubleshooting </span></p><p style="text-align:left;"><span class="ms-rteThemeForeColor-2-5" style="font-family:arial;font-size:10pt;">Strong knowledge and experience in ITIL service desk implementation and performance tuning</span></p><p style="text-align:left;"><span class="ms-rteThemeForeColor-2-5" style="font-family:arial;font-size:10pt;"><span class="ms-rteThemeForeColor-2-5" style="font-family:arial;font-size:10pt;"><span class="ms-rteThemeForeColor-2-5" style="font-family:arial;font-size:10pt;"><strong style="font-size:10.5pt;">Skills:</strong></span></span></span></p><p style="text-align:left;"><span class="ms-rteThemeForeColor-2-5" style="font-family:arial;font-size:10pt;">Good Knowledge about Computers & Operating systems</span></p><p style="text-align:left;"><span class="ms-rteThemeForeColor-2-5" style="font-family:arial;font-size:10pt;">Ability to learn & adopt to new networks installed at Woqod</span></p><p style="text-align:left;"><span class="ms-rteThemeForeColor-2-5" style="font-family:arial;font-size:10pt;">Communication Skills</span></p><p style="text-align:left;"><span class="ms-rteThemeForeColor-2-5" style="font-family:arial;font-size:10pt;">High-level experience in customer support services</span></p><p style="text-align:left;"><span class="ms-rteThemeForeColor-2-5" style="font-family:arial;font-size:10pt;">Analytical mindset</span></p><p style="text-align:left;"><span class="ms-rteThemeForeColor-2-5" style="font-family:arial;font-size:10pt;">Ability to formulate plans, designs, practices, policies and procedures related to operation and new projects</span></p><p><span class="ms-rteThemeForeColor-2-5" style="font-family:arial;font-size:10.5pt;">​<span lang="EN-GB" style="line-height:107%;"><strong>JOB OBJECTIVE</strong></span>:</span></p><p><span class="ms-rteThemeForeColor-2-5" style="line-height:107%;font-family:arial;font-size:10pt;">To handle day-to-day IT technical support operations, provide first level support to resolve reported technical problems or route complaints/requests to IT Support Engineer or the relevant IT functions </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 Operations</strong></p><p><span class="ms-rteThemeForeColor-2-5" style="font-family:arial;font-size:10pt;">Ensure rapid and effective response/resolution for major or high incidents</span></p><p><span class="ms-rteThemeForeColor-2-5" style="font-family:arial;font-size:10pt;">Monitor and conduct follow-up on incidents/issues that are pending/stalled or open with the assigned IT support section team.  </span></p><p><span class="ms-rteThemeForeColor-2-5" style="font-family:arial;font-size:10pt;">Respond rapidly to calls during and after normal business hours          </span></p><p><span class="ms-rteThemeForeColor-2-5" style="line-height:107%;font-family:arial;font-size:10.5pt;"><strong>IT Support & Issue Resolution</strong></span></p><p><span class="ms-rteThemeForeColor-2-5" style="font-family:arial;font-size:10pt;">In coordination with IT Support Engineer, investigate any problems requested by the end users and take the necessary action to rectify the situation immediately. </span></p><p><span class="ms-rteThemeForeColor-2-5" style="font-family:arial;font-size:10pt;">Provide information on policies and procedures for escalation of issues and problems related to IT issues to all the helpdesk users so that the defined channels of issue escalation are followed.</span></p><p><strong class="ms-rteThemeForeColor-2-5" style="font-family:arial;font-size:10.5pt;">Customer Feedback</strong></p><p><span class="ms-rteThemeForeColor-2-5" style="font-family:arial;font-size:10pt;">Collect customer feedback on help & support provided to analyze any shortcomings in service & provide the same to the team leader for review to identify any changes if required in the support mechanism.</span></p><p><strong class="ms-rteThemeForeColor-2-5" style="font-family:arial;font-size:10.5pt;">Statements and Reports</strong></p><p><span class="ms-rteThemeForeColor-2-5" style="font-family:arial;font-size:10pt;">Assist in the preparation (or prepare as needed) of timely and accurate departmental statements and reports to meet and department requirements, policies and standards.</span></p><p>​<span class="ms-rteThemeForeColor-2-5" style="font-family:arial;font-size:10.5pt;"><span lang="EN-GB" style="line-height:107%;"><strong>JOB OBJECTIVE</strong></span>:</span></p><p><span class="ms-rteThemeForeColor-2-5" style="line-height:107%;font-family:arial;font-size:10pt;">To handle day-to-day IT technical support operations, provide first level support to resolve reported technical problems or route complaints/requests to IT Support Engineer or the relevant IT functions </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 Operations</strong></p><p><span class="ms-rteThemeForeColor-2-5" style="font-family:arial;font-size:10pt;">Ensure rapid and effective response/resolution for major or high incidents</span></p><p><span class="ms-rteThemeForeColor-2-5" style="font-family:arial;font-size:10pt;">Monitor and conduct follow-up on incidents/issues that are pending/stalled or open with the assigned IT support section team.  </span></p><p><span class="ms-rteThemeForeColor-2-5" style="font-family:arial;font-size:10pt;">Respond rapidly to calls during and after normal business hours          </span></p><p><span class="ms-rteThemeForeColor-2-5" style="line-height:107%;font-family:arial;font-size:10.5pt;"><strong>IT Support & Issue Resolution</strong></span></p><p><span class="ms-rteThemeForeColor-2-5" style="font-family:arial;font-size:10pt;">In coordination with IT Support Engineer, investigate any problems requested by the end users and take the necessary action to rectify the situation immediately. </span></p><p><span class="ms-rteThemeForeColor-2-5" style="font-family:arial;font-size:10pt;">Provide information on policies and procedures for escalation of issues and problems related to IT issues to all the helpdesk users so that the defined channels of issue escalation are followed.</span></p><p><strong class="ms-rteThemeForeColor-2-5" style="font-family:arial;font-size:10.5pt;">Customer Feedback</strong></p><p><span class="ms-rteThemeForeColor-2-5" style="font-family:arial;font-size:10pt;">Collect customer feedback on help & support provided to analyze any shortcomings in service & provide the same to the team leader for review to identify any changes if required in the support mechanism.</span></p><p><strong class="ms-rteThemeForeColor-2-5" style="font-family:arial;font-size:10.5pt;">Statements and Reports</strong></p><p><span class="ms-rteThemeForeColor-2-5" style="font-family:arial;font-size:10pt;">Assist in the preparation (or prepare as needed) of timely and accurate departmental statements and reports to meet and department requirements, policies and standards.</span></p>

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