JOB DESCRIPTION / ROLE
• To be responsible for delivering end-to-end support in accordance with IT standards and service level agreements.
• To ensures all incidents and needs are documented in Service Support System, analysed, resolved, and reported back within acceptable timeframes.
• Troubleshoot, resolve and/or escalate reported incidents in the ticketing system
• Ensure that all procedures and documentation are maintained and updated when necessary.
• Monitor ServiceNow to provide remote support to ensure operational problems are resolved in a timely manner.
• Respond to enquiries from clients and take ownership of user problems, while being proactive when dealing with user issues.
• Assist with all IT support related Ad-Hoc requests ranging from software troubleshooting to hardware installations.
• Order and configure computer systems, mobile devices, and peripherals.
• Manage users and devices in Intune or Active Directory and in asset management of ServiceNow to forecast computer systems usage to manage spare device stock.
• Contact Suppliers/Vendors and check delivery/arrange support.
• Partner with IT and business personnel to discuss the impact of incidents on products and services.
• Maintain a high degree of customer service for all support queries and adhere to all service management principles and set SLA’s.
REQUIREMENTS
• One year of experience with Service Desk support or an equivalent role.
• Ability to assess and prioritize issues while organizing daily responsibilities.
• Good verbal communication in English languages.
• Excellent customer service skills.
• Attention to details.
• Ability to work collaboratively in a team environment.
• Ability to be independent and find solutions to problems that may not be immediately apparent.
• Be directly accessible and responsive to users; especially remote employees with limited time.
• Knowledge of Ticketing system, Windows 10, Microsoft Office 365, Active Directory experience preferred.
• ITIL certification is a plus.
ABOUT THE COMPANY
Keller’s experience in the geotechnical engineering industry is now over 155 years. Currently Keller is the world’s largest independent Ground Engineering Contractor, renowned for providing technically advanced and cost-effective foundation solutions. Our reputation is built on Engineering excellence and a commitment to continual innovation. Our services are used across the construction spectrum in infrastructure, industrial, commercial, residential and environmental projects. As subcontractor specialists in geotechnical engineering, we have established an international and local presence in the Middle East.
Our strong reputation for delivering innovative and cost-effective foundations and ground engineering solutions together within an environment where safety is the number one priority, has made use the reputable company we are today. Working at Keller also means having plenty of opportunity for development. As Keller´s business is very challenging, we need to rely on highly skilled professionals. Thus, we support our employees continuously in their personal and professional development. We offer a wide range of training, coaching and other workshops which cover various competencies, including: Technology, Customer relations, Business efficiency, Leadership, Working methods and Communication skills.
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