IT Helpdesk Specialist

Job Listing No: 9740000

IT Helpdesk Specialist

Accountability:

• Local & remote support of regional offices assigned for all first line of technical support services for the environment.

• Ensuring the delivery of the right solutions at the right time to the users.

• Documents any identified application defects and enhancement requests – liaising with external support groups on problem resolutions.

• Registered IT assets for inventory purpose and yearly software audit by Microsoft audit and compliance.

Duties and essential job functions:

• Ensures that the IT organization uses standard methods and procedures for handling all production environment changes, including; logging, impact assessment, coordinating change-related workflows, prioritizing, authorizing, scheduling, issuing changes and document all deliverables.

• Address and minimize the adverse impact of incidents, problems, change and configuration of organization that on the IT services.

• Reviewing the efficiency and effectiveness of proactive problem, change and configuration management activities.

• Continuously assess and provide recommendations and management information on service improvement options and possibilities, participate in process review.

• Reviewing the efficiency and effectiveness of the problem control process.

• Ensure the quality of the processes and their deliverables and periodically revise quality issues.

• Follow with other technical teams and subject matter experts to address all problem, change and configuration issues.

• Problems identification, root cause analysis of incidents and problems, initiate actions to improve or correct the situation. Prevent recurrence of incidents and problems.

• Produce regular and accurate management reports.

• Approve urgent changes/ acquire change approvals from business owners and ensure the closure of change request.

• Manage and coordinate change implementation activities including monitoring and reporting.

• Verify records against the infrastructure and update configuration database accordingly

• Manage and identify relationships between configuration items.

• Own the configuration management toolset, related asset databases and other asset related control and provide review of effective usage, cost, benefits.

Job Details

Date Posted:2017-11-06
Job Location:Al Kuwait, Kuwait
Job Role:Information Technology
Company Industry:Engineering

Preferred Candidate

Career Level:Mid Career
Degree:Bachelor’s degree

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