IT Help Desk
6 months ago
**Job Purpose**:
To provide high quality systems support for the various departments in Hikma in order to manage and resolve all IT related issues/queries and play an active role in IT implementation.
**Day
- to-day operations**:
Follows the day-to-day operations related to own job to ensure continuity of work.
**Job Specific Accountabilities**
- Provides end-users with a first point of contact service to identify, triage, resolve technical problems, provide advice and when required, re-directs technical problems to other appropriate Information Systems Staff as necessary.
- Utilizes technical knowledge to set-up and install computer hardware and software while ensuring components are properly installed and configured on each workstation.
- Assists with tasks that arise when other Information Systems personnel are not present or need assistance to provide excellent IT service while being visible and available to users who require technical assistance.
- Escalates and monitors unresolved technical issues to third level support in order to ensure problem resolution.
- Researches, evaluates and purchases new hardware and software to meet the company’s IT requirements for computers and other electronic office equipment.
- Monitors operational performance and troubleshoots system problems to isolate the cause of system failures.
- Prepares and follows a general maintenance schedule in order to perform maintenance and repairs on computer hardware/software including backup, recovery and equipment cleaning to ensure no downtime that interrupts business operations.
- Trains users on computer hardware/software and other electronic office equipment to bestow knowledge that positively impacts their day-to-day operations.
- Manages own incident queue to ensure all non-closed requests are resolved as quickly as possible.
- Keeps a maintenance record of software licenses/inventory materials and files documents, invoices and instruction manuals in order to present to management when required.
**Qualifications, Experience & Skills**:
- Bachelor’s degree in computer science, MIS, or any equivalent experience.
- Strong problem-solving skills.
- Excellent written and verbal communication skills.
- Basic network troubleshooting is a must.
- Certification in Microsoft or Cisco is advantageous.
- 1-3 years of experience in a service desk role or relevant technical experience
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