Job Title

IT Helpdesk Officer

Business

Shared Services, GHR & NBD

Job Purpose

Provide Level 1 and 24/ 7 Helpdesk support services within ENOC on company-supported computer applications and platforms to ensure secure, reliable and smooth running of the user support function and maintain a high quality and avail ability of IT and performance of the network, servers & applications through monitoring systems, tools and services.Troubleshoot end user hardware and software problems via phone, email or remotely and advise on the appropriate action to be taken.

Principal Accountabilities

• Implement all approved help desk policies, processes, systems, standards and standard operating procedures in order to support execution of Help Desk operations in line with Company policies and International standards.
• Contribute to the achievement of the approved Perform ance Objectives for the Section and achieve personal objectives in line with the Company Performance Management framework e.g. Balanced Scorecard.

Additional Principal Accountabilities

• M an age , pro cess and assig n all t he IT se rvi ce request s in cludin g work requ est s, cha nge request s, incident s and tasks
• M anage and maintai n user ac count s activit ies such as use rnam e & membership/ OU in activ e dir ect ory and mailb ox cr eati on, migration & license assignment in exchan ge and Skype
• Pri oriti ze critic al issues that impact fu ellin g and payments for sit es (all Pumps or all VeriFone\' s ar e not workin g) in ord er to avoid int erruption of th e servic e to th e cust omers
• Cro ss-verify onlin e pro du ct t ransaction s in th e backend databa se usin g MS SQL & TOAD for th e pro duct s such as Eti sal at, iTunes, Pl ay St ati on, DU, etc.
• Tro ubl eshoot, analy se and solve incid ent s raised by retail sit es for Applic atio ns and servi ces on VM War e se rvers r elat ed to fuellin g, PO S and Verifon e
• Monitor recurrin g event s/ in cident s and rai se pro blem ticket s
• Co mmuni cat e plann ed/ unpl anned IT activiti es and announcement to cu st omers/ end-users

Experience

Education

• Bachelor\'s in Computer Science, Computer Engineering or Business field or equivalent
• Any IT related certificate is a plus.

Experience

• 2 years of experience in general IT functions with around 1 year in help desk operations.
• Experience with usage and troubleshooting Microsoft products within a network environment.
• Good Knowledge of PC, Mobile, Laptop and Tablets hardware installation and configuration.

ENOC