IT Service Desk Assistant

Job Purpose:

To administer, process and respond to end user support request through different communication channels, resolve requests when applicable, ensure all activities are in compliance with department policies and procedures.

Key Responsibilities:

• Register and respond to all IT Service requests & incidents related to service desk Application by answering calls and responding to emails ensuring capture of incident criticality and priority.
• Resolve requests directly and provide first level support, maintain a log of all requests, track and monitor user satisfaction & proactively look for root causes. Provide status information to users ensuring the resolution status captured in Status Tracking System e.g. Marvel tracking system.
• Escalate and follow up on cases with assigned request to 2nd & 3rd levels support which could not be resolved directly by the first level support; on failures of access points, Data Centers Temperatures, GPS issues etc...
• Administer Organisation User Domain by creating/modifying/validating user accounts, password resets, account lock/unlock and access revocation
• Administer Desktop Background to all PC Users, broadcast messages to all users and take approvals for downtime from the Business Application owners as and when required.
• Obtain security approvals for USB access, VPN access, file transfers, temporary internet access, accounts extensions, installation of licenses for 3rd party software’s and its usage and other related requirements.
• Create workflow for IT department, Company HO, P&O, Dubai Trade Users and other third parties, and complete/route workflow requests generated for applications request and accounts creation
• Monitor Port Application Systems & Application Servers’ usage and functionality including but not limited to SPARCS, PROMIS, T&A, AFKAR, Maximo, Gate Automation.
• Coordinate resolution of issues within the scope of service level agreements with all the parties concerned including other departments, ITC, Imdaad, Telecommunication and external parties.
• Perform remote software distribution and upgrades when applicable for resolving issues
• Provide trend analysis report and AD audit reports for management review and decision making.

Required Criteria:

• Diploma in IT or higher
• 2+ years relevant experience
• Good English communication skills