وظيفة شاغرة لدى مؤسسة نهر الاردن
وصف الوظيفة:
IT Officer (Help Desk)
عن هذه الوظيفة
Support the delivery of high-quality customer service, focused local/remote technical support, and provide timely and accurate problem resolution to a wide range of complex technical issues, to achieve high level of user satisfaction.
Core Responsibilities:
Ensure the end-to-end customer experience and provide a single point-of-contact for the JRF regarding IT issues and requests.
Provide technical support over the phone, excellent phone skills, professional demeanor, previous customer service experience strongly needed.
Utilize efficiently Microsoft Office applications for support, reporting and documentation.
Apply excellent oral and written communication skills.
Apply good problem-solving skills; ability to visualize a problem or situation and think abstractly to solve it.
Handle constantly changing flow of traffic and remain productive during slow times and multitask effectively during busy times in support of JRF business objectives.
Apply technical knowledge to think around problems and come up with creative solutions.
Apply AD knowledge unlocking accounts and providing technical solutions.
Identify technical issues/problems and assess magnitude to ensure the right solution is applied using established procedures, guidelines, and technical experience.
Carry out remote diagnostic troubleshooting by using appropriate technical references.
Ability to multi-task, handle multiple high-priorities, balance priorities.
Assume ownership of incidents and requests escalated.
Must be able to work effectively independently, or as a member of a team.
Exercise patience and professionalism during stressful situations.
Ability to work with or without direct supervision.
Friendly presence and helpful attitude; good interpersonal skills and ability to work well with others.
Identify alternative solutions to resolve non-standard problems.
Carry out related change management requests as per best practices.
Escalate issues to higher level support within IT department.
Constant contact with business users to discuss support requirements, service, and training.
Work closely with other IT personnel to discuss processes, users’ needs, and requirements.
Team player with excellent communication skills.
Provides after-hours and on-call support as needed.
Work on standby and shift duties when needed.
Provide IT Desktop Support functions when needed.
Strong knowledge of Microsoft based operating systems and Microsoft Office.
Be able to provide basic Mobile support for JRF users.
Ability to communicate effectively over video conferences, phone, chat, email, or in-person in clear Arabic & English languages.
Strong analytical skills with excellent ability to solve problems.
Able to communicate technical details and instructions in plain, non-technical language.
Strong comprehension of desktop hardware and troubleshooting.
Strong in providing remote desktop troubleshooting
Qualifications:
Bachelor Degree in Computer Engineering, Computer Science.
IT certifications such as (A+, Network+, ITIL, ITSM, MS 365 Certified End Point Administration.
Strong English and Arabic language skills (written and spoken).
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