Ref: MP133-63

Job description / Role

Employment: Full Time

NOTE:
This is an outsourced position for a bank
Candidates based in Bahrain, only need apply
Regional IT Helpdesk Officer (outsourced position – for a bank)

NOTE: Candidate applying must be based in Bahrain only

PURPOSE OF THE HELPDESK
The IT Helpdesk team, located in Bahrain, is responsible to ensure that the first level of support operates as a highly professional service which meets the needs of the company in terms of providing quality end user support for IT related issues.

MAIN DUTIES
The responsibility of the Regional IT Helpdesk Officer includes, but not limited to the following duties within Bahrain and in the GCC branches:

- Performing 1st level of IT Support which includes answering calls and emails from end users in a timely manner,
- Properly logging requests for assistance to the Helpdesk Software according to the agreed standards and procedures and following up on these requests to make sure they are resolved within defined SLAs,
- Responding to requests for assistance by providing first line response to enable callers to solve their problems, or by forwarding details to second line support or advising third party suppliers while following escalation procedures, and maintaining accurate log entries of contact with resolution details and follow up information,
- Installation of IT related hardware (PCs, laptops, printers),
- Recording, reporting, follow up, and escalation of IT incidents to Line Manager.
- Performing IT Production activities, including periodic tasks,
- Assisting in the coordination of the movement of equipment,
- Any other duties commensurate to the grade and as requested by Management.
- Daily, Weekly and monthly activities Reporting to Line manager.

Requirements

PROFILE

SKILLS, ABILITIES AND KNOWLEDGE
- Microsoft certification (MCSE, MCSA) is desirable.
- Proven experience of troubleshooting issues related to workstations, printers, peripherals and networked equipment (minimum 2 years working experience is required)
- Experience with Lotus Notes client.
- Strong Windows XP skills.
- Strong Windows 7 skills
- Good Microsoft Office tools knowledge.
- Good Microsoft Outlook .
- Experience with Helpdesk software is desirable.
- Good command of English, spoken and written.
- Flexible to work shifts, week-ends & public holidays
- Methodical approach to problem solving using appropriate tools

PERSONAL QUALITIES
- Strictness and sense of organization
- Self motivated
- Proven ability to work under pressure
- Accountability and transparency
- Integrity within a professional environment
- Rigorous and responsible
- Excellent team player and end user satisfaction oriented skills
- Ability to interact effectively with multiple teams within IT and in other business areas.
- Efficient and conscientious record keeper
- Ability to communicate information effectively to a third party

About the Company

"One Vision for Consultancy" is a one stop professional service provider specialising in:

Employment Consultancy (Human Asset Recruitment & Talent Acquisition): Using a competency based frame work; we indentify the best candidates to fit your unique organisational needs. The objective is to ensure recruitment of high potential talent for long term retention with the capability of achieving succession planning in the organisation. We offer both contingency and retained search.

Our executive team, with their strong corporate and business backgrounds and track record of success, will help you identify and recruit candidates within a short time frame to meet your business needs and requirements. We source talent worldwide as required by specifics or as set by the client.

Facilities Managed Services: We provide staffing resources and services for short as well as long term basis to support front and back office requirements.

Computer Software Design Development and Maintenance: Our objective is to first and foremost understand our clients and their requirements. We work with business alliance partners who have experience, highly skilled technical professionals, a working methodology and good industry knowledge. We provide our clients with solutions that are capable of driving projects to successful completion and customer satisfaction. Provide onsite IT professional for IT maintenance, support, system study, development, implementation or consultancy.

Technical Assistance to maintenance and operations of facilities: System studies, design, develop, implement, support, maintain and manage operational plant services.

Staff augmentation of professionals for short and long term projects.

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