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Senior IT Support

Keywords / Skills : ITIL, Technical, Technical Support, SLAs, Asset Management

5 - 8 years
Posted: 2019-11-19

Nationality
Saudi Arabia
Industry
IT/Computers - Hardware & Networking
IT/Computers - Software
Function
IT
Role
Other Software/Hardware/EDP
Education
Bachelor's Degree
Stream:
• Other
Computer Science
• Other
Posted On
19th Nov 2019
Job Description
Manage IT provisioned assets and ensure that internal needs for IT assets are responded in a timely and effective manner, in addition to managing basic end-user technical requests.

Oversee received service requests, find out the root cause of repeated incidents, and ensure that adequate provisioning of support is provided by routing incidents to appropriate resolver group.

Duties and Responsibility

• Manage the IT on boarding service, reaching out to hiring managers and human resources to capture hardware, software and system access requirements.

• Oversee and manage inventory of deployment of desktops/laptops, peripheral equipment, and software.

• Track assets and provide expertise and direction in the development and modification of end user devices to enhance performance and availability.

• Plan, create, maintain and deploy end user computing and device management approach, and conduct periodic audits on devices to ensure compliance to security standards.

• Cater to IT user requests received through official service desk channels (i.e. service desk hotline, email) for end user device support.

• Oversee users’ requests and make sure follow SLA and avoid escalations.

• Respond to basic end-user technical requests (i.e. software update, antivirus installment, mouse/keyboard changes).

• Log, track and manage into the asset management software all IT assets distributed to Client employees
• Bachelors degree in Computer Science or related field from an accredited reputable institution is required

• ITIL V3 or V4 certification is preferred.

• 5-8 years of experience working on technology team leading within a large government organization, multinational company, or university

• Experience using MDM / EMM solutions (i.e. AirWatch, MobileIron) is preferred

• Experience in customer care or a similar role

• Technical knowledge relating to management of devices, laptops and related tools

• Saudi National is required


About Company

CC Staffing International
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