Operator - Service Desk.IT - Infrastructure

Reference No	IT-16-012
Job Title	Operator - Service Desk.IT - Infrastructure (Omanis Only)
Category	information technology
Educational Qualifications	Fresh Two years college diploma in Computer Science or similar OR specialized certificate in the related discipline with Secondary School
Experience Required	No experience required
Job Location	Head Office
Job Description	1. Receive fault, service and information request calls from the userdepartments and service that call or passing the call to the mostappropriate technician for resolution. 2. Forward the service request tickets to appropriate approvers andensure tickets assigned to the correct technicians. 3. Escalate calls to the appropriate IT personnel using predefinedprocedures where the resolution falls outside agreed targets. 4. Prioritize and escalate calls based on knowledge of the businessimpact of the reported problems. 5. Resolve as many calls as possible where these are related to thestandard packages deployed in the user department. 6. Acquire good understanding of IT infrastructure, and architecture sothat a clear definition of problems can be created and passed to therequesting user department 7. Carry out first line fault resolution for any PC, data or telephonerelated problems 8. Update the incident records with status and other information fromtime to time using the Service Desk software.
Closing Date	08-12-2016