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IT Officer
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Job Summary• Provide 1st line (telephone support) and 2nd line (desk side support) for incident resolution.• Record all requests for assistance in the Assist call logging system, using the most appropriate source to resolve incidents. Seek assistance from colleagues where appropriate.• Ensure all calls are responded to within a timely manner and within the agreed OLAs.• Pass calls to 3rd line support teams (eg Networks, Email, Web, Server) if cannot be resolved first line.• Ensure that customers are kept informed of events relating to their call.• Monitor calls when passed to 3rd line teams.• Build and maintain good customer relationships.• Develop a detailed understanding of the business and departments that you support.• Complete tasks and other assigned work to agreed deadlines.Job Requirement• Relevant experience in the provision of support for the Microsoft suite of applications. Sound experience in the support of PC s and peripherals.• Customer service experience.• Fluent Arabic speaker (both in written and oral format)• Excellent telephone manner.• Ability to work well under pressure.• Excellent communication skills.• Flexible, customer focused approach to service delivery.• An enthusiasm for learning about current and new technologies.• To meet specific, agreed metrics and maintain these.• A good team player and willing to share skills and experience with others.Desired Candidate ProfileEducation:Any Graduation()Gender:nmNationality:Any Nationality
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