Help Desk Officer

2 days ago


Muscat, Muscat, Oman beBee Careers Full time

Job Role: Technical Support Specialist

Job Summary:

An ideal candidate will possess a strong understanding of IT service management and have the ability to provide first-line technical support to end-users. Proactive monitoring of user satisfaction and anticipating new requirements based on changing business needs and emerging technology trends are key aspects of this role.

Key Responsibilities:

  1. Act as the primary point of contact for customers seeking technical assistance via phone or email.
  2. Implement and manage IT service management (ITSM) processes to ensure seamless delivery of services.
  3. Oversee the management of university ICT assets, ensuring they are maintained at optimal levels.
  4. Demonstrate expertise in Microsoft Office 365 and Windows 10/11 operating systems.
  5. Evaluate new technologies for adoption within the university setting.
  6. Develop and maintain documentation and procedure guidelines for MU services.
  7. Perform remote troubleshooting using diagnostic techniques.
  8. Record events, problems, and their resolutions in logs.
  9. Collaborate with stakeholders to define user needs and contribute to the development of effective solutions.
  10. Maintain the daily performance of computer systems.
  11. Identify opportunities for process improvements and suggest enhancements.
  12. Assume the role of Network Focal Point (NXS) and serve as a liaison with vendors related to IIS.
  13. Perform additional tasks assigned by the Line Manager.

Responsible To: Head of Infrastructure and Information Systems.

Hours: Full-time, flexible hours as necessary for the role.


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