IT Service Desk

Propel Consult

Manama, Bahrain

Posted
Ref: LP127-2187

Job description / Role

Employment: Contract

Company
Our client is one of the largest international Insurance players in the GCC. It offers a wide range of insurance products and services for corporate, SME and individual customers.
They are currently looking to recruit an IT Service Desk Agent to be based in Bahrain.

Duties & Responsibilities:

Key Responsibilities

Service Desk End-User Support
• Manage end-user issues raised to Service Desk (Level 1) through tickets and calls received through IVR
• Handle incoming calls from end-users in a professional manner and within the defined service levels and ensure achievement of KPI’s
• Ensure proper and timely communication to the end-user on every ticket through the Service Desk tool and phone
• Ensure all work conducted is being logged and managed within tickets raised by or on behalf of business users
• Provide high-quality resolutions of assigned tickets and managing the expectations of the users
• Ensure to resolve and close all end-user tickets within the defined Service Level Agreement (SLA) targets
• Escalate tickets that are beyond the scope of Service Desk to other teams in 2nd level (Applications team and Field Support team) and 3rd level (Infrastructure and Production teams)

Operational & technical responsibilities

Communication
• Act as the 1st point of contact for all IT related issues or requests
• Build a strong trust relationship with business users across the region
• Build strong collaboration with level 2 and 3 IT teams
• Create and update documentation for end-users when needed for known issues/requests

IT Support
• Create and modify user accounts for Active Directory and all applications
• Install end-user software (licensing validity and availability checks)
• Deployment of new applications (and/or upgrades) and follow-up
• Troubleshoot software application issues to resolve basic known ones and escalate complex ones to 2nd level, 3rd level and vendor
• Manage applications permissions changes for end-users
• Create mailboxes and troubleshoot email issues (Exchange server)
• Troubleshooting of printer issues
• Call center system support
• Mobile management enrollment and activation
• Shared folders permissions management

Security
• Ensure full compliance with the Information Security policy and procedures
• Review encryption and antivirus definition status and remediate any issues
• Administrative Privileges management
• Ensure that all provided laptops have the necessary physical security measures
• Scan computers for virus infection
• Provide physical access to staff and visitors as necessary.

Network and Telecom
• Troubleshoot end-user internet issues
• Local area network and Ethernet connections support
• Wireless network access basic support
• Headset phone and softphone setup for call center staff
• VPN configuration and troubleshooting

Requirements

• Bachelor or Diploma Degree in an IT related field or equivalent hands-on experience
• 2-3 years’ experience in an IT Service Desk role
• ITIL v3/v4 Foundation Certification
• MCSA in Windows Server 2012/2016 or MCTS in Windows Server 2008
• MCITP in Windows Server 2008 or MSCE in Windows Server 2012
• Certificate in Windows 7 or 10 Troubleshooting and Implementation
• Network+ Certificate
• Excellent communication skills in English, both verbal and written
• Critical and analytical thinking and creativity – always challenging the status quo and find better ways to complete tasks
• Good understanding of computers architecture, Microsoft and desktop applications, computer peripherals, operating systems and application software
• Excellent understanding of Microsoft Windows infrastructure (Windows Server and Windows client)
• Good understanding of Microsoft Active Directory services
• Knowledge of using a call center system to manage incoming and outgoing calls with customers (Vocalcom, Cisco UC, Avaya etc.)

About the Company

Propel Consult delivers a service in step with the needs of both our client companies and candidates. Our ability to add value to all levels of recruitment stems from our wholehearted belief in providing a professional service to both parties. We have built relationships with many leading indigenous and mulitnational organisations throughout the Middle East and internationally in countries such as UAE, Qatar, Saudi Arabia, Oman, Bahrain, Kuwait, Egypt and many more. Concentrating our resources has created 5 distinct specialist divisions:

  • Banking & Finance
  • Human Resources
  • Oil & Gas
  • Construction
  • Architecture & Engineering

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