IT Service Desk Support Engineer
Full time
at iitjobs
in
Bahrain
Posted on January 26, 2025
Job details
Description of Job Acting as a point of contact to support service users and customers reporting issues, requesting information, access, or other services. Delivering service through multiple channels including human, digital, self-service, and automated.
Service Desk Support Responsibilities
- Receive service requests from Users via telephone, helpdesk portal, or email.
- Receive incident requests from Users via telephone, helpdesk portal, or email.
- Log service request/incident tickets.
- Perform incident classification, prioritization, correlation with other reported incidents, and matching against known errors.
- Record all required incident details on the incident management system.
- Provide first-level support to attempt to resolve incidents, using remote control if necessary for incident resolution.
- Escalate issues functionally in case the service request completion times exceed the agreed service levels.
- Notify Users about major system/network outages, using a template provided by IT operations or applications teams, then emailed by the service desk staff to the appropriate distribution list in English.
- Create images for new laptops/desktops with up-to-date software and security applications.
- Provide Printer/Fax support and services.
- Investigate, diagnose, resolve, and recover hardware/software problems, escalating to second level in accordance with Help Desk escalation processes.
- Prepare new PC/Notebook computers for deployment, including unpacking, installation of applications and clients as per user requirements, and setting up operating systems and user profile BIOS parameters as per policies.
- Maintain overall ownership of user issues and services, ensuring resolution within a reasonable timeframe.
- Support the following technologies, which include but are not limited to: Microsoft Office (Outlook, Word, Excel, Access, PowerPoint), NICs, and basic LAN/WAN connectivity (Network Troubleshooting).
- Category: IT Service Desk Support Analysts
Apply safely
To stay safe in your job search, information on common scams and to get free expert advice, we recommend that you visit SAFERjobs, a non-profit, joint industry and law enforcement organization working to combat job scams.
