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Help Desk

4 weeks ago

Muscat, Muscat, Oman Oman Investment Authority Full time
IT Help Desk Support

The IT Help Desk role is essential to IT Services, serving as the first point of contact for most business technology needs. The ideal candidate should possess strong technical skills, professionalism, and initiative to resolve issues efficiently, escalating when necessary. Excellent business communication skills are crucial. This role supports Asyad Ports and its subsidiaries across various sites, primarily based in Muscat, with secondary locations as needed.

Key Responsibilities:
  • Maintain and review end-user systems and programs, identifying problems and developing solutions.
  • Support ICT facilities for seminars and conferences.
  • Serve as the first contact point for end users and manage incident logging and tracking via the ticketing system.
  • Install, configure, and troubleshoot IT hardware and software, including hardware repairs and parts replacement.
  • Respond promptly to support requests via calls or emails.
  • Apply security patches and ensure hardware and software are used within recommended operating conditions and best practices.
  • Perform annual hardware maintenance and manage MFP devices.
  • Escalate major incidents to IT management.
  • Manage and document IT assets and maintain good relationships with stakeholders.
  • Adjust working hours to shift patterns and assist with out-of-hours equipment movement.
  • Follow ITIL-based help desk procedures, stay updated on system changes, and prepare user awareness documents.
  • Document procedures and configurations, administer the ticketing system, and support budgeting and service improvements.
Supporting/Representing Level 2 on-site:
  • IT infrastructure including servers, storage, network switches, EMS, UPS, etc.
  • Cyber and physical port security.
Qualifications, Experience, and Skills:Qualifications:
  • Diploma in IT or related fields.
  • ITIL Foundation certification.
  • Additional certifications like N+, A+, ICDL, CCNA are advantageous.
Experience:
  • Minimum of 3 years in IT support services.
Knowledge and Skills:
  • Experience with service desk systems.
  • Strong troubleshooting and hardware maintenance skills.
  • Proficiency with Microsoft products, including Windows, Office, and Office 365.
  • Knowledge of CCTV and networking (LAN, WAN, wired, wireless).
  • Experience with multifunction photocopiers and technical report writing.
  • Fluent in Arabic and English, both reading and writing.
  • Experience with port technologies is a plus.

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