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IT HELPDESK ASSISTANT

World Security

Posted on April 16, 2019

2 - 5 years $1,001 - $2,000 Dubai - United Arab Emirates

Diploma(Computers). Any Nationality Male

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Opening 01

Job Description

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1. Register and respond to all IT Service requests & incidents related to service desk Application by answering calls and responding to emails ensuring capture of incident criticality and priority.
2. Resolve requests directly and provide first level support , maintain a log of all requests, track and monitor user satisfaction & proactively look for root causes. Provide status information to users ensuring the resolution status captured in Status Tracking System e.g. Marvel tracking system .
3. Escalate and follow up on cases with assigned request to 2nd & 3rd levels support which could not be resolved directly by the first level support; on failures of access points, Data Centres Temperatures, GPS issues etc...
4. Administer DP World User Domain by creating/modifying/validating user accounts , password resets, account lock/unlock and access revocation
5. Administer Desktop Background to all PC Users, broadcast messages to all users and take approvals for downtime from the Business Application owners as and when required.
6. Obtain security approvals for USB access, VPN access, file transfers, temporary internet access, accounts extensions, installation of licenses for 3rd party software’s and its usage and other related requirements.
7. Create workflow for IT department, DP World HO, P&O, Dubai Trade Users and other third parties, and complete/route workflow requests generated for applications request and accounts creation
8. Monitor Port Application Systems & Application Servers’ usage and functionality including but not limited to SPARCS, PROMIS, T&A, AFKAR, Maximo, Gate Automation.
9. Coordinate resolution of issues within the scope of service level agreements with all the parties concerned including other departments, ITC, Imdaad, Telecommunication and external parties
10. Perform remote software distribution and upgrades when applicable for resolving issues
11. Provide trend analysis report and AD audit reports for management review and decision making.


IT - Software Services

IT Software

Desired Candidate Profile

Education / Qualifications / Professional Training (minimum qualifications required to perform the Job)
Essential Higher National Certificate in IT

Desirable Diploma in IT

Work Experience (No: of Years and areas of expertise required for the Job)
2 years experience in call center (supporting PC, Network, Wireless & SPARCS application)

Technical Competencies (technical skills required to perform the role)
1. Familiar with CISCO network operating system and Windows Operating system
2. Fair knowledge on PC hardware and hardware related problems

Keywords

To administer process and respond to end user support request through different communication channels resolve requests when applicable ensure all activities are in compliance with department policies and procedures.

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World Security

World Security is a Guarding and security solution provider .

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Contact

Name/ Designation:
SHAJEER YOUSEF -

Address: PO Box 18668
Dubai
United Arab Emirates
15904

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