Help Desk Officer

2 days ago

Muscat, Muscat, Oman beBee Careers Full time
Customer Support Specialist Role
Provide first-line technical support to users, ensuring they receive timely assistance and effective solutions. The ideal candidate will be proactive in monitoring user satisfaction and anticipating new requirements based on changing business needs and emerging technologies.
Key Responsibilities:
  • Serve as the primary point of contact for customers seeking technical assistance over the phone or by email.
  • Implement and manage IT service management (ITSM) systems to ensure seamless delivery of services.
  • Manage and maintain Muscat University's ICT assets, ensuring they are secure, efficient, and aligned with business objectives.
  • Develop a thorough understanding of Microsoft Office 365, Windows 10/11, and Windows OS to provide expert-level support.
  • Assist in evaluating new technologies and recommending solutions that meet the university's needs.
  • Create and update documentation and procedure guidelines for MU services, promoting consistency and excellence.
  • Perform remote troubleshooting using diagnostic techniques to resolve issues efficiently.
  • Record events and problems, along with their resolutions, in logs to facilitate knowledge sharing and continuous improvement.
  • Collaborate with stakeholders to define user needs and develop solutions that meet those needs.
  • Maintain daily performance of computer systems, identifying areas for improvement and suggesting enhancements.

Working Conditions:

The successful candidate will work as part of a dynamic team, providing support to staff, faculties, and students across the university. Some local travel may be required, but the role is primarily focused on delivering exceptional customer support from our base location in Muscat, Oman.

Person Specification:

A minimum of two years' experience in user support and helpdesk environments, with a strong background in IT service management and asset management. The ideal candidate will possess excellent communication skills, both written and verbal, and be able to work effectively in a team environment.

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