Diploma in Computer Science or IT; Bachelors degree is preferred
Certification on ITIL Service Management or equivalent.
5-7 years of experience in IT Support or helpdesk operations.
Working knowledge on desktop hardware, operating system, software application and network troubleshooting.
Strong knowledge and experience in ITIL service desk implementation and performance tuning.
Good Knowledge about Computers & Operating systems.
Ability to learn & adopt to new networks installed at Woqod.
High-level experience in customer support services.
Ability to formulate plans, designs, practices, policies and procedures related to operation and new projects.
To handle day-to-day IT Service Help Desk operations and provide first level support to resolve reported technical problems or route complaints/requests to support engineer or the relevant IT functions as per the complexity of the task. Maintain & monitor request logs to follow up on the requests received.
Help Desk Operations
Establish a continuous contact with the users across all subsidiaries of Woqod to ensure providence of IT Support & friendly use at all times.
Identify end-user and customer requirements on technical support and information respectively, study their expectations and follow the designed framework: Direct Support on basic support requests.
Ensure rapid and effective response/resolution for major or high incidents.
Monitor and conduct follow-up on incidents/issues that are pending/stalled or open with the assigned IT support section team.
Basic IT Support
Provide basic IT support for problems and issues resulting from errors and problems with implemented systems, applications etc to ensure minimum loss of service due to encountered errors.
Work closely with the support team to meet the company's service level agreement with the end-user.
Provide information on policies and procedures for escalation of issues and problems related to IT issues to all the helpdesk users.
Maintain & update a project file for each project, to track service delivery & record the progress of the project.