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Job Ref. ID:  20277 
Job Title: Officer – IT Service Desk
Work Location: UAE (RAK head office)
Job Type: Information Technology -IT Service Desk Officer
Employment Type: Full Time Employment (Un-limited Contract)
Job Description:
Purpose: IT Service Desk Officer (Technical support) monitor, maintain and support all computer systems and software of Julphar. He will provide high-quality end user service as the primary point of contact for Help Desk, Technical/Procedural support and problem resolution to users in Julphar using server-based or personal computer programs and hardware. He will maintain installation and configuration of computer systems, diagnose hardware/software faults and solve technical problems, screens and processes requests for user access to central systems, either over the phone or face-to-face and maintains security of and access to central systems and confidentiality of information
Key responsibilities & Accountability: • Receive telephone calls from users requesting technical assistance using computer software and hardware or inquiring how to use specific applications. • Responsible for assisting all computer users in the company with their questions about any of our supported software and computing platforms to the best of his/her ability, in a professional and courteous manner. • Installing and configuring computer systems and connecting the systems to Julphar network. • Troubleshoots system problems and diagnosing and solving IT hardware/software faults. • Identifies the nature and cause of the problem and determine the most appropriate solution and responding within agreed time limits to call-outs. • Prioritizes and manages several open cases at one time. • Supports the roll-out of new applications. • Acts as user support to office automation infrastructure i.e. desktop, laptops, and Julphar based system. • User support to office productivity tools; Words, Excel, PowerPoint, Ac, Adobe Acrobat, Zip, including advanced and in interfacing / exchanging data between these different systems. • Acts as First and second-line support; remote and on-site support. • Responsible for the analysis, planning, and scheduling of the user request. • Preform other colleagues job either during their absence or in situation if required.
   - Education • Bachelor’s degree in IT, Computer Science or related field.
   - Experience: • At least 5 years’ experience in the same field.
   - Training:
Key Competencies: • Excellent Interpersonal relations skills, especially in being a good listener and communication skills. • Good Problem-solving skills. • Must be a team player.  
Technical Competencies: • Experience and strong knowledge about Computer hardware, printers, scanners and other peripherals. • Experience in using IT Service management ITIL process • Experience in installation, troubleshooting of Windows XP/7/10, Microsoft office products, adobe and other third-party software.  


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