Reporting structure

Reports To:

IT Service Desk Team Lead

Direct Reportees:

None

Job Summary and Purpose

Provide 1st level technical support to end users within NAKILAT and its joint ventures. Assist in ensuring that all service levels are achieved in line with the need of a safe and efficient IT operations.

Accountabilities

Key Accountabilities:

IT Inventory and Stock Keeping:
1.    Update and manage the IT inventory and organizes stocks in the IT storage room.
2.    Coordinate with Supply department regarding the follow up of deliveries of the requested materials.
3.    Maintain hard copy files of IT invoices, delivery receipts and warranties.
4.    Maintain copies of all associated documentation and verifies monthly bills.

Service Desk Management:
5.    Assign service calls to engineers and reports upon completion or escalation of issues.
6.    Maintain and develop files and records for all printer related issues and costs overhead.
7.    Send out downtime notification to affected parties when required.
8.    Create consolidated timesheets for IT client support team.

Roll-Out Specific software’s and services:
9.    Install and implement new software and services.
10.    Conduct testing and troubleshooting of software.

IT Support:
11.    Provide support for peripheral devices, for example, blackberries, printers, faxes etc. and troubleshoots associated issues.
12.    Perform emergency back-up and restoration of emails for the users.

Generic Accountabilities:

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.    Follow all relevant departmental policies and procedures so that work is carried out in a controlled and consistent manner.

Others:
15.    Carry out any other duties as directed by the IT Service Desk Team Lead.

Key Result Areas

•    Provide 24/7 support for IT related issues
•    Handle IT Inventory and Storekeeping
•    Provide specific software services (install new software, testing, trouble shoot) on time
•    Adhere to all NAKILAT policies and procedures

Interactions and Working Relations

Internal:
•    All Divisions/Department and employees - IT service desk related services        
External:
•    External vendors - Support, product delivery and warranty repairs

Qualifications, Experience and Job Skills

Qualifications:
•    Diploma in Computer Science or any related field  
•    Microsoft Certified Professional (MCP) certificate is a must
•    ITIL certificate is a must
•    Cisco Certified Network Associate (CCNA) certificate is preferred 
Experience:
•    4 years of experience of which a minimum of 1 year should be in a similar position, preferably in a similar industry
Job Specific Skills:
•    Knowledge of Windows, Linux & MAC operating systems, networking, Microsoft Office suite, Microsoft Exchange and Active Directory