Service Desk Administrator

NANA Regional Corporation; Jahra; On-site; KWD 24,000 - 36,000; Full time

Job summary

A leading company in the BPO sector is seeking a Service Desk Administrator located at Camp Buehring, Kuwait. The role involves providing customer service and technical support, ensuring efficient operation of the Service Desk. Applicants must possess a high school diploma and relevant technical certifications, alongside required security clearances.

Qualifications

• Experience in a service desk/help desk environment required.
• Must have a working knowledge of Microsoft Office software.
• Valid U.S. passport and International Driver's Permit are prerequisites.

Responsibilities

• Provide front-line customer support for technical issues.
• Assist Information Management Officers with daily functions.
• Utilize call management software for logging tickets and managing problems.

Skills

Customer Service

Technical Support

Troubleshooting

Interpersonal Skills

Education

High school diploma or GED

Tools

Microsoft Office

Remedy

Microsoft Exchange Server

Job description

Five Rivers Services is looking for a Service Desk Administrator located at Camp Buehring, Kuwait. To join our team of outstanding professionals, apply today!
Our Service Desk Administrator provides front-line customer service desk support, responsible for responding to and resolving computer, printer, and network issues. Customers contact the Service desk in-person, by phone, using Remedy and/or by sending emails. This position involves a high degree of quick decision making and detailed task management to ensure all work orders not resolved at the Service Desk are immediately assigned to the appropriate IT groups. Excellent customer service skills are mandatory.
**Responsibilities**
+ Primary support and interface with site Information Management Officers (IMO) to ensure all Service Desk resources are utilized in the most efficient manner
+ Assists the IMO with daily functions of computer, network and software management for the site and all users
+ Provides immediate response to all customers who come to the Service Desk Person-to-person interaction involves troubleshooting, information exchange and help with ticket submission and issues
+ Provides telephone customer support for incoming and follow up calls used for initial troubleshooting
+ May be required to work for 12-hour shifts utilizing Remedy call management software and other tools, to log and manage trouble tickets
+ Must have the technical ability to accurately determine call routing for trouble tickets that cannot be resolved immediately at the Service Desk
+ Troubleshoots Microsoft OS issues on Army Gold Master/Universal Gold Master along with setup and Microsoft Office 2007
+ Troubleshoots all other site authorized software with IMOs and users
+ Creates logon and email accounts using Microsoft Exchange Server and User Manager
+ Manages Network Services with Server Manager, Print Queue Management and CISCO VMPS Administration
+ Works within a small continuous improvement focused team
+ Tracks and documents work performed to allow accurate reporting of all Service Desk activities
+ Completes all tasks and assignments as requested by Supervisors and Management
+ Performs other duties and assignments as required
**Qualifications**
+ Must be a US citizen with an active Secret clearance, or higher level, security clearance
+ High school diploma or GED with at least one (1) year experience in a service desk/help desk environment
+ Prerequisite requirements for State-side applicants: valid U.S. passport, must be able to obtain and maintain an International Driver s Permit (IDP), valid U.S. driver s license, and the ability to successfully pass a police clearance check and medical qualifications
+ Prerequisites for in-country applicants: valid U.S. passport, valid International Driver s Permit (IDP) or Kuwait-issued driver's license, valid U.S. driver s license, medical qualifications, self-identify current visa sponsor & employer, and a copy of your Civil ID and/or work visa
+ You must be able to meet all health requirements
+ Must be able to pass a detailed medical and dental exam
+ Must be able to complete CONUS Replacement Center (CRC) Training for deployment overseas
+ Must have a working knowledge of Microsoft Office software
+ Demonstrated strong customer service skills are mandatory
+ Excellent interpersonal skills are required
+ Requires candidates to adhere to DoD 8570.01-M: all candidates are required to maintain at least one (1) baseline certification and one (1) computing environment (CE) certification. The authorized certifications for this job title are listed as follows:
+ IAT Level I Baseline:
+ Cisco: CCNA: Certified Network Associate - Security Cisco: CCNP: Certified Network Professional - Security CompTIA: A+ ce CompTIA: CASP+ ce: Advanced Security Practitioner (ended 17 Dec 2024)CompTIA: CySA+ ce: Cybersecurity AnalystCompTIA: Network+ ce CompTIA: Security+ ce CompTIA: SecurityX ceGIAC: GCED: Certified Enterprise Defender GIAC: GCIH: Certified Incident Handler: Certified Incident HandlerGIAC: GICSP: Industrial Cyber Security ProfessionalGIAC: GSEC: Security Essentials ISACA: CISA: Certified Information Systems AuditorISC2: CISSP (or Associate): Certified Information Systems Security Professional ISC2: SSCP: Systems Security Certified Practitioner
+ Computing Environment Certificates
+ CompTIA: Server+Microsoft: 365 Certified: Modern Desktop Administrator AssociateMicrosoft: MCSA: Windows 10Microsoft: MCSA: Windows Server 2012Microsoft: MCSA: Windows Server 2016 Microsoft: MCSE: Cloud Platform and InfrastructureMicrosoft: MCSE: Enterprise Devices and AppsMicrosoft: MCSE: Private Cloud 2012Microsoft: MCSE: Server Infrastructure 2012Microsoft: MCT: Certified IT ProfessionalMicrosoft: MCT: Certified Systems AdministratorMicrosoft: 365 Certified: Endpoint Administrator AssociateMicrosoft: 365 Certified: Enterprise Administrator ExpertMicrosoft: 365 Certified: Messaging Administrator AssociateMicrosoft: 365 Certified: Modern Desktop Administrator AssociateMicrosoft: 365 Certified: Security Administrator AssociateMicrosoft: Certified: Azure Administrator AssociateMicrosoft: Certified: Azure Database Administrator AssociateMicrosoft: Certified: Azure Security Engineer AssociateMicrosoft: Certified: Azure Solutions Architect ExpertMicrosoft: Certified: Identity and Access Administrator AssociateMicrosoft: Certified: Information Protection Administrator AssociateMicrosoft: Certified: Security Operations Analyst Associate Microsoft: MCSA: SQL 2016 Database AdminMicrosoft: MCSA: SQL 2016 Database BI DevelopmentMicrosoft: MCSA: SQL 2016 Database DevMicrosoft: MCSE: Core InfrastructureMicrosoft: MCSE: Database Management and AnalyticsMicrosoft: MCSE: Productivity Solutions Expert Microsoft: MD-100: Windows ClientMicrosoft: MTA: Microsoft Technology AssociateMicrosoft: MTA: Windows Server Administration Fundamentals

Company Industry

• Call Center
• BPO
• KPO
• Outsourcing

Department / Functional Area

• System Administration
• Network Administration
• Security (IT Software)

Keywords

• Service Desk Administrator

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