Reporting structure

Reports To:

Head of IT Operations

Direct Reportees:

Service Desk Support

Job Summary and Purpose

Ensure that all service levels are achieved in line with the need of a safe and efficient IT operations within NAKILAT and its joint ventures.  Provide management and technical expertise to the IT service desk function to provide 1st level technical support.

Accountabilities

Key Accountabilities:

Service Desk Support and Operations:
1.    Manage IT service desk staff coverage, prepare reports on SLA compliance, service desk metrics and IT assets. 
2.    Establish and set the standard for the provision of support services within NAKILAT and its joint ventures. 
3.    Coordinate with the vendor support to resolve technical problems with desktop computing equipment, printers and software's.
4.    Provide consulting support to site organizations in regard to office automation, end-user computing projects and training programs.

New Project Implementation:
5.    Support the strategy for new project implementations at the client level with regard to applications, software and technology.

IT Asset and Data Management:
6.    Set up and install/replace IT equipment in line with 4-year replacement policy.
7.    Ensure all computers are running licensed software and that there are no copyright infringements.
8.    Ensure that equipment is serviced according to established maintenance schedules and that IT equipment is maintained in good working condition.
9.    Undertake routine maintenance of computers and peripheral devices.

Documentation:
10.    Prepare and maintain appropriate documentation of IT Inventory records, support call logs, and work status reports.
11.    Assists in framing NAKILAT’s IT policies and procedures.

Generic Accountabilities:

People Management:
12.    Manage section staff by overseeing their performance management, recruitment, training and development to ensure high levels of engagement and competence.

Safety, Health, Environment, & Quality (SHEQ):
13.    Adhere to all relevant SHEQ policies, procedures, instructions and controls so that NAKILAT provides a safe, world class, secure and environmentally responsible service to customers, the public and its own people.

Policies, Systems, Processes & Procedures:
14.    Implement approved policies, processes and procedures, and provide instructions to subordinates to ensure their proper implementation.

Others:
15.    Carry out any other duties as directed by the Head of IT Operations. 

Key Result Areas

•    Meet or exceed client expectations with respect to IT Service Desk Support
•    Maintain the IT Assets as per company policies
•    Prepare necessary documentation of IT records
•    Provide support to team members for understanding of new technologies and on the job training

Qualifications, Experience and Job Skills

Qualifications:

•    Bachelor’s degree in Computer Science, Computer Engineering or any related field  
•    ITIL certificate is a must 
•    Microsoft Certified Professional (MCP) certificate is a must
•    Microsoft Certified Solutions Expert (MCSE) certificate is preferred 
•    Cisco Certified Network Associate (CCNA) certificate is preferred 
 

Experience:

•    6 years of experience of which a minimum of 3 years should be in a similar position, preferably in a similar industry
 

Job Specific Skills:

•    Advanced knowledge of service desk best practices and services 
•    Advanced knowledge of Windows, Linux & MAC operating systems, networking, Microsoft Office suite, Microsoft Exchange and Active Directory