تقني سامي في الإعلام الآلي

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عضو مشارك
JOB TITLE: 01 Helpdesk Technician
DEPARTMENT: IA/ISG ITC Team. ********: HMD LINE MANAGER: ITC Service Support Superintendant. CONTACT: HMD HR Department (Fax nº 029.74.25.82
)


Job Description
Main Purpose of the Job
To provide in country 1st line support and fault logging to JV Algeria users.
Responsibilities
Adhere to all JV HSE guidelines and proactively encourage an HSE culture at the designated JV site.
Work to agreed performance contracts and service levels.
Support:
Provide 1st line desktop support to all staff (PC’s, Outlook, File Sharing & printing and Intranet/Internet services)
Own service improvement plans to meet expected service levels
Take full responsibility for call logging using the electronic Helpdesk System
Follow up all cases against level 2 support against external support partners.
NT Account handling.
Information management to end users.
Follow correct escalation process to assist in fault resolution.
Follow JV ITC operation processes: Change, problem, incident and asset management
Own, analyse and rectify identified problems in a professional and timely manner. Escalating and working closely with other support personnel when rectifying complex problems.
Comply with project IT and Telecomms standards, security guidelines.
Provide input and support to project related work.
Assist in developing risk assessments
Assist in the implementation of infrastructure improvement projects
Conduct any other activities, within reason, as agreed with ITC management.
Specialist Skills and Experience desired
Experience of supporting ******s XP.
Experience of Microsoft Internet Explorer.
Experience of MS Office 2003 in particular Word/Excel/PowerPoint, Microsoft Outlook.
An understanding of Multi-vendor, Local Area Networking infrastructure, including Ethernet, TCP/IP.
An understanding of Multi-vendor, Wide Area Network infrastructure​
.

Desirable Qualifications
At least one years experience in Technical 1st Line desktop Support with knowledge of
******s XP
MS Office 2003
MS Exchange
At least one year experience with LAN and WAN support.
Background of working to SLA’s.
Participation in Quality and Service improvement initiatives.
English / French / Arabic speaking.
Qualification/ level of education:
Baccalaureate level + 3 years (TS)
 
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