Company profile
Escalating competition in a global marketplace. Overflowing inboxes of information. Continuing pressure to improve efficiencies and reduce prices. Increasing complexity of IT architectures. An expanding convolution of compliance. Without doubt, the current business landscape is more volatile and more challenging than ever before.
Resilience, adaptability and flexibility are the order of the day as enterprises grapple with the realities of doing business today and meeting their key strategic business objectives in the future. For these reasons, IT is now playing an increasingly central role in the way organizations operate. Depending on the approach taken, IT can be either the great enabler or the proverbial spoke in the wheel in the drive to create high performance workplaces.
Position Specifications:
• Term : Renewable outsourcing contract.
• Type : Full time position.
• Shift : 1st, 2nd, or 3rd.
• Schedule : 5 days a week.
• Hours : 40 hrs/week.
• Location: .
• SectionDept.:
- NOC Unit.
- IT Section.
- Technology & Future Media Department.
- Technology Division.
• Line Manager: NOC Unit Supervisor.
• Section Head: IT Section Head.
Job Description
We are searching for an energetic and positive individual ready to join our dynamic Helpdesk team. Reporting to the NOC Unit Supervisor, the Helpdesk resource role is to deliver IT Service to end users using the Hewlett-Packard SM7.01 platform. The work environment is televised media where time for errors is not affordable. Thus, the Helpdesk resource must be a quick learner with ability to decode, judge, and act upon situations decisively and quickly.
Job Responsibilities:
1. Take calls from users and create corresponding tickets on HP SM7.01 and assign them to proper unit of specialization within IT.
2. Create proactive tickets for non-end-user issues.
3. Assist users in accessing and resolving desktop computer and telephone hardware and software problems.
4. The Help Desk Associate will assist customers in the completion of WEB based request forms and provide technical support to customers through telephone, e-mail, and walk-ins.
5. Responsibilities include coordination of incident/problem solving efforts between customers and remote site personnel, software support, and investigation and analysis of product problems.
6. Solves desktop incidents/problems related to information and voice systems hardware, operating systems and configuration.
7. Coordinates referrals to appropriate technical, professional or service personnel for appropriate services, repairs, and follow-up.
8. Generate daily/weekly reports using SM7.01 for management use.
Qualifications
1. Bachelor's degree in Computer Science, Engineering or a related discipline.
2. Minimum 2-year experience in IT Service Management working with any ITSM product although HP SM7.01 experience is preferred.
3. Minimum 1-year experience working in the fast-paced televised media environment.
4. Minimum 1-year experience in customer call center.
5. Intermediate-level experience using Microsoft Word, Excel, and Outlook and Adobe Acrobat Writer.
6. Strong bilingual communication skills (ArabicEnglish).
7. Strong bilingual documentation and report authoring skills (ArabicEnglish).
Additional (Preferred) Technical Qualifications:
1. Being ITIL-knowledgeable and having capability of doing ITIL-based work.
2. Knowledge in HP Service Manager 7.x would be very helpful.
3. Strong understanding of HP Software including legacy OpenView Service Desk.
4. Good background in Service Desk, Incident Management, Problem Management, and Change Management.
5. ITIL Foundation V3 certification.
6. ITSM Practitioner's Track certification.
7. ISO20000 ITSM certification.
Escalating competition in a global marketplace. Overflowing inboxes of information. Continuing pressure to improve efficiencies and reduce prices. Increasing complexity of IT architectures. An expanding convolution of compliance. Without doubt, the current business landscape is more volatile and more challenging than ever before.
Resilience, adaptability and flexibility are the order of the day as enterprises grapple with the realities of doing business today and meeting their key strategic business objectives in the future. For these reasons, IT is now playing an increasingly central role in the way organizations operate. Depending on the approach taken, IT can be either the great enabler or the proverbial spoke in the wheel in the drive to create high performance workplaces.
Position Specifications:
• Term : Renewable outsourcing contract.
• Type : Full time position.
• Shift : 1st, 2nd, or 3rd.
• Schedule : 5 days a week.
• Hours : 40 hrs/week.
• Location: .
• SectionDept.:
- NOC Unit.
- IT Section.
- Technology & Future Media Department.
- Technology Division.
• Line Manager: NOC Unit Supervisor.
• Section Head: IT Section Head.
Job Description
We are searching for an energetic and positive individual ready to join our dynamic Helpdesk team. Reporting to the NOC Unit Supervisor, the Helpdesk resource role is to deliver IT Service to end users using the Hewlett-Packard SM7.01 platform. The work environment is televised media where time for errors is not affordable. Thus, the Helpdesk resource must be a quick learner with ability to decode, judge, and act upon situations decisively and quickly.
Job Responsibilities:
1. Take calls from users and create corresponding tickets on HP SM7.01 and assign them to proper unit of specialization within IT.
2. Create proactive tickets for non-end-user issues.
3. Assist users in accessing and resolving desktop computer and telephone hardware and software problems.
4. The Help Desk Associate will assist customers in the completion of WEB based request forms and provide technical support to customers through telephone, e-mail, and walk-ins.
5. Responsibilities include coordination of incident/problem solving efforts between customers and remote site personnel, software support, and investigation and analysis of product problems.
6. Solves desktop incidents/problems related to information and voice systems hardware, operating systems and configuration.
7. Coordinates referrals to appropriate technical, professional or service personnel for appropriate services, repairs, and follow-up.
8. Generate daily/weekly reports using SM7.01 for management use.
Qualifications
1. Bachelor's degree in Computer Science, Engineering or a related discipline.
2. Minimum 2-year experience in IT Service Management working with any ITSM product although HP SM7.01 experience is preferred.
3. Minimum 1-year experience working in the fast-paced televised media environment.
4. Minimum 1-year experience in customer call center.
5. Intermediate-level experience using Microsoft Word, Excel, and Outlook and Adobe Acrobat Writer.
6. Strong bilingual communication skills (ArabicEnglish).
7. Strong bilingual documentation and report authoring skills (ArabicEnglish).
Additional (Preferred) Technical Qualifications:
1. Being ITIL-knowledgeable and having capability of doing ITIL-based work.
2. Knowledge in HP Service Manager 7.x would be very helpful.
3. Strong understanding of HP Software including legacy OpenView Service Desk.
4. Good background in Service Desk, Incident Management, Problem Management, and Change Management.
5. ITIL Foundation V3 certification.
6. ITSM Practitioner's Track certification.
7. ISO20000 ITSM certification.
