Help Desk Officer

4 weeks ago

Muscat, Muscat, Oman Muscat University Full time

Bachelor of Business Administration(Management)

Nationality

Any Nationality

Vacancy

1 Vacancy

Job Description

Job Role: Help Desk Officer, Muscat University

Job Summary:

Provide
first line support to Muscat University Staff, Faculties, and Students.
Pro-actively monitors user satisfaction of the systems, and anticipates new requirements
based on changing business needs and new trends in technology. Initiates and manages new development,
gathers requirements and puts the required team in place to implement
appropriate solutions. Managing and monitoring MU Computer Labs and software.
Ensures that Muscat University provides an enhanced user experience to all our
students, staff and partners providing a seamless experience.

Key Duties and
Responsibilities:

Responsibilities

  • Serve as
    the first line of contact for customers seeking technical assistance over
    the phone or by email.
  • Implementing
    and managing IT service management (ITSM).
  • Managing
    Muscat University ICT assets.
  • Thoroughly
    understand Microsoft Office 365.
  • Thoroughly
    understand Windows 10/11 and Windows OS.
  • Assists
    and evaluates new technologies for Muscat University.
  • Creates
    and updates documentation and procedure guidelines for MU services.
  • Perform
    remote troubleshooting through diagnostic techniques.
  • Record
    events and problems and their resolution in logs.
  • Works as
    a Systems Analyst with knowledgeable persons throughout the University and
    its partners to help define user needs.
  • Maintain
    daily performance of computer systems.
  • Identify
    and suggest possible improvements to the procedure.
  • MU - NXS
    (Network Focal Point).
  • Vendor
    Communications (IIS-Related)
  • Perform
    other tasks assigned by the Line Manager.

Responsible To:

Head
of Infrastructure and Information Systems.

Location:

Muscat,
Oman (some local travel may be required).

Hours:

Full
time. Hours as necessary for the role.

Person Specification:

A minimum of 2-year experience in user
support and helpdesk.

Job
related skills/ Aptitudes:

  • Experience managing implementation, migrations,
    upgrades, integration and supporting MU systems.
  • Familiarity and understanding of Microsoft
    products, Windows OS and Academic software.
  • Previous
    experience in a higher education institution would be advantageous.

Interpersonal
Skills:

  • Excellent team working skills.
  • Actively involves colleagues across the
    organisation.
  • Ability to work on own initiative and
    effectively as part of a team.
  • Sets and adheres to high standards of
    performance.
  • Excellent written and oral communication
    skills.
  • Consultation and negotiation skills.
  • Advisory and influencing skills.
  • Demonstrates cultural competence and behaviours
    consistent with the core values, vision, and mission of Muscat University.

Education/Qualifications:

A
Bachelor s degree in Information Technology or equivalent Qualified IT
Professional with a recognised IT body. A level of
proficiency in English, both oral and written, is essential. Proficiency in
Arabic is also expected.

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