Website Jumbo Force
Job Details
Job Position – Officer IT Service Management
Company Name – Jumbo Force
Division: IT Support
Job Purpose:
Department: IT Section: IT Service Desk
The ‘Officer- IT Service Desk’ will provide first line technical support to internal and external staff. Manage
Major incidents, problem requests, change requests. write IT communication on a corporate level.
KEY ACCOUNTABILITIES
Key Activities
– Act as a single point of contact for phone calls and emails from staff regarding IT issues and queries
– Receiving, logging, and managing calls via telephone, email and chat
– Act as a 1st line support – troubleshooting of IT related problems from in-house software to hardware, such as mobile phones, Laptops, PCs, and Printers etc and escalate issues to L2 and L3 for detailed troubleshooting.
– Manage IT SM processes, Major incidents, problem requests, change requests.
– Relevant experience in User Access Management (Account Creation/Modification), knowledge in Exchange 0365, Microsoft Azure.
– To maintain a high degree of customer service for all support queries and adhere to all service management principles
– Provide stats for the weekly Service Desk report on call trends
– Publishing support documentation to assist staffwith requests for information & provide staff training if required
– Basic Active Directory knowledge. Creating user accounts, reset passwords, create groups etc.
– Works with members of the desktop/network teams and otherworkgroups within IT&S on projects and initiatives as needed.
– Manage Incident management, write mass communications
– Identify risky activities and take responsibility on action taken
– Work on roster to cover 24×7 operations
– Comfortable to communicate with Senior managers and VP
– Preferred Minimum Level of Education: Bachelor’s degree
Education Specific Requirements: Computer science, Information technology
– Systems, Licensing, Language or Certification Requirements:
– ITSM system, Manage Engine, Summit IT, ServiceNow
– English (mandatory) and Arabic (preferrable)
– ITIL 4 Foundation Certification
Email: suresh.raghavan@jumbo.ae
To apply for this job email your details to suresh.raghavan@jumbo.ae