Information Technology Service Desk
Job Description
<p>Based in our office in Manama (Bahrain), full time 100% office</p><p><br></p><p><span>The IT Service Desk Agent will be working as part of a team that is responsible for 1st line IT support for our clients.</span></p><p><span>The team works on answering, attending and resolving all the L1.5 issues addressed to the IT Service Desk and escalates the rest to the appropriate teams in other levels as per standard procedures and agreements. </span></p><p><span>The agent will be troubleshooting basic end-user issues on various software applications, hardware, network and telecommunications systems and provide basic to advanced desktop support. </span></p><p><span>The role requires excellent customer service, communication (written + verbal), and analytical skills.</span></p><p><br></p><p><span>IT Service Desk Agent (Level 1.5) role summarized in 3 points: </span></p><p><br></p><p><span>1)Customer Service and Communication: Strong customer service and communication skills (written + verbal) to interact with users, explain technical concepts, actively listen, and provide timely and professional support.</span></p><p><span>2) Technical Proficiency: Strong foundation in operating systems, hardware, software applications, and network basics with the ability to diagnose and troubleshoot technical issues.</span></p><p><span>3) Problem-solving and Analytical Skills: Effective problem-solving, analysis of issues reported by users, identification of root causes, and implementation of appropriate solutions.</span></p><p><br></p><p><strong>Service Desk End-User Support </strong></p><p><span>· Manage end-user issues raised to Service Desk (Level 1.5) through tickets and calls received through IVR</span></p><p><span>· Handle incoming calls from end-users in a professional manner and within the defined service levels and ensure achievement of KPI’s</span></p><p><span>· Ensure proper and timely communication to the end-user on every ticket through the Service Desk tool and phone </span></p><p><span>· Ensure all work conducted is being logged and managed within tickets raised by or on behalf of business users</span></p><p><span>· Provide high-quality resolutions of assigned tickets and managing the expectations of the users</span></p><p><span>· Ensure to resolve and close all end-user tickets within the defined Service Level Agreement (SLA) targets</span></p><p><span>· </span><span>Escalate tickets that are beyond the scope of Service Desk to other teams in 2</span><sup>nd</sup><span> level (Applications team and Field Support team) and 3</span><sup>rd</sup><span> level (Infrastructure and Production teams) </span></p><p><br></p><p><strong>Communication</strong></p><p><span>· Act as the 1</span><sup>st</sup><span> point of contact for all IT related issues or requests </span></p><p><span>· Build a strong trust relationship with business users across the region</span></p><p><span>· Build strong collaboration with level 2 and 3 IT teams</span></p><p><span>· Create and update documentation for end-users when needed for known issues/requests</span></p><p><strong>IT Support </strong></p><p><span>· Create and modify user accounts for Active Directory and all applications</span></p><p><span>· Install end-user software (licensing validity and availability checks)</span></p><p><span>· Deployment of new applications (and/or upgrades) and follow-up</span></p><p><span>· Troubleshoot software application issues to resolve basic known ones and escalate complex ones to 2</span><sup>nd</sup><span> level, 3</span><sup>rd</sup><span> level and vendor</span></p><p><span>· Manage applications permissions changes for end-users</span></p><p><span>· Create mailboxes/shared mailboxes / DL and troubleshoot email issues (Exchange Online/Office365)</span></p><p><span>· Troubleshooting of printer issues</span></p><p><span>· Call center system support</span></p><p><span>· Mobile management enrollment and activation</span></p><p><span>· Shared folders permissions management</span></p><p><strong>Security</strong></p><p><span>· Ensure full compliance with the Information Security policy and procedures</span></p><p><span>· Review encryption and antivirus definition status and remediate any issues </span></p><p><span>· Administrative Privileges management </span></p><p><span>· Ensure that all provided laptops have the necessary physical security measures</span></p><p><span>· Scan computers for virus infection</span></p><p><span>· Provide physical access to staff and visitors as necessary. </span></p><p><strong>Network and Telecom</strong></p><p><span>· Troubleshoot end-user internet issues</span></p><p><span>· Local area network and Ethernet connections support </span></p><p><span>· Wireless network access basic support</span></p><p><span>· Headset phone and softphone setup for call center staff</span></p><p><span>· </span><span>VPN configuration and troubleshooting</span></p><p><br></p><p><strong>Communication and Soft Skills</strong></p><p><span>· Excellent communication skills in English, both verbal and written</span></p><p><span>· Critical and analytical thinking and creativity – always challenging the status quo and find better ways to complete tasks</span></p><p><span>· Conflict Resolution – ability to resolve problems and complex situations</span></p><p><span>· Active listening and empathy – ability to listen and understand users to address their needs</span></p><p><span>· Team player – ability to work with a team and influence a positive collaborative culture </span></p><p><span>· Ability to prioritize workload appropriately based on the impact on the business</span></p><p><strong>Technical Skills</strong></p><p><span>· Good understanding of computers architecture, Microsoft and desktop applications, computer peripherals, operating systems and application software</span></p><p><span>· Excellent understanding of Microsoft Windows infrastructure (Windows Server and Windows client) </span></p><p><span>· Good understanding of Microsoft Active Directory services </span></p><p><span>· Excellent knowledge of Microsoft Office products including O365 and Skype for Business, Teams </span></p><p><span>· Familiarity with network architecture, LAN network protocols and client-server business applications</span></p><p><span>· Familiarity with Citrix and remote desktop or any VDI platform</span></p><p><span>· Familiarity with Distributed File Sharing</span></p><p><span>· Excellent skills in Excel to prepare weekly, monthly, quarterly reports on Quality of Service & Service Desk KPI reports for management submission. </span></p><p><span>· Good understanding of ITIL framework or any other service management framework</span></p><p><span>· Excellent understanding of IT service management tools and ticketing system</span></p><p><span>· Knowledge of using a call center system to manage incoming and outgoing calls with customers (Vocalcom, Cisco UC, Avaya etc.)</span></p><p><span>· Knowledge of using remote access tools for remote troubleshooting</span></p><p><span>· Ability to systematically troubleshoot complex problems and resolve them or escalate to the right team</span></p><p><span>· Proficient in utilizing Microsoft Excel for generating reports related to service desk activities.</span></p><p><span>· Skilled in extracting and analyzing service desk data to identify trends, patterns, and performance metrics</span></p><p><strong>Qualifications</strong></p><p><span>· Bachelor or Diploma Degree in an IT related field or equivalent hands-on experience</span></p><p><span>· 5+ years’ experience in an IT Service Desk role</span></p><p><span>· ITIL v3/v4 Foundation Certification</span></p><p><span>· MCSA in Windows Server 2012/2016 or MCTS in Windows Server 2008</span></p><p><span>· MCITP in Windows Server 2012/2019 </span></p><p><span>· Certificate in Windows 10 Troubleshooting and Implementation</span></p><p><span>· Network+ Certificate</span></p>
