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IT Jobs at Thuraya; Corporate IT Support Administrator

Posted By : Brown Kaje on Monday, 7 April 2014 | 6:23:00 am

Job Title:    Corporate IT Support Administrator
Job Location:    Dubai, UAE
Employer:    Thuraya
Division:    Technology

About Us:
Thuraya is a leading mobile satellite communications company that empowers people with tools to bring the organizations and communities they serve closer together.

We offer innovative, flexible and dependable technology that helps you overcome the toughest challenges and achieve the highest aspirations - facilitating reliable communications where and when it matters most.

Our global customers include industry leaders from a variety of sectors including energy, media, marine, government and NGOs

Job Overview
Under general supervision, works as head of the IT support team. He/she will take specific responsibility for the day to day management of the help desk which provides support and guidance to all company computer users.

Job Requirements:

  •     A minimum of 5 years experience in personal computers and local and wide area network systems analysis
  •     Thorough knowledge of personal computer hardware and software, local and wide area networks systems
  •     Knowledge of new developments related to personal computers and networks
  •     Knowledge of a wide variety of application programs
  •     Ability to identify and diagnose problems related to computer hardware and software and to find effective solutions
  •     Relate well to both users and second level support, communicating with both effectively
  •     Experience of recordkeeping and maintaining office systems and procedures
  •     Ability to lead assigned staff including prioritizing and scheduling work assignments

Job Duties:
  •     Managing IT Service Desk activities and leading the team in providing support and services to all users
  •     Following agreed procedures receives requests for assistance from users in a pleasant and professional manner.
  •     Ensures that requests for assistance are properly logged, assigned and responded to in a timely manner and according to agreed standards and procedures
  •     Ensures that documentation of the supported systems and software is available and in an appropriate form for those receiving calls
  •     Ensures log entries of user contacts provide a corpus of knowledge for the resolution of subsequent faults and problems
  •     Following agreed procedures, searches documentation and previous requests for assistance on related topics to establish possible solutions to calls
  •     Documents any findings on the call log Following agreed procedures, and quality standards, responds to requests for assistance by providing first line response to enable callers to solve their problems; or by forwarding details to second line support or advising third party suppliers. Maintains accurate log entries of contact with resolution details and follow up information
  •     Ensures adherence to escalation procedures. Responds to escalated, complex and high impact user calls in a timely fashion
  •     Undertakes site visits to resolve persistent or high impact problems ensuring that these are incorporated into the routine workflow procedures
  •     Following agreed procedures, maintains and reports up to date and accurate inventory information to ensures that the equipment register on the  Help Desk software is up to date
  •     Following agreed procedures and quality standards. Stay in touch with users to ensure satisfaction
  •     Production of details on help desk activity as appropriate to Departmental reporting standards
  •     Advises and assists colleagues in the provision of services
  •     Training users in Windows and MS Office

Deadline Date: 21/04/2014


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