Job Details

Job Position – Officer IT Service Management

Company Name – Jumbo Force

Division: IT Support

Job Purpose:

Department: IT Section: IT Service Desk

The ‘Officer- IT Service Desk’ will provide first line technical support to internal and external staff. Manage
Major incidents, problem requests, change requests. write IT communication on a corporate level.

KEY ACCOUNTABILITIES

Key Activities

•  Act as a single point of contact for phone calls and emails from staff regarding IT issues and queries
•  Receiving, logging, and managing calls via telephone, email and chat
•  Act as a 1st line support – troubleshooting of IT related problems from in-house software to hardware, such as mobile   phones, Laptops, PCs, and Printers etc and escalate issues to L2 and L3 for detailed troubleshooting.
•  Manage IT SM processes, Major incidents, problem requests, change requests.
•  Relevant experience in User Access Management (Account Creation/Modification), knowledge in Exchange 0365,               Microsoft Azure.
•  To maintain a high degree of customer service for all support queries and adhere to all service management principles
•   Provide stats for the weekly Service Desk report on call trends
•  Publishing support documentation to assist staffwith requests for information & provide staff training if required
•  Basic Active Directory knowledge. Creating user accounts, reset passwords, create groups etc.
•  Works with members of the desktop/network teams and otherworkgroups within IT&S on projects and initiatives as   needed.
•  Manage Incident management, write mass communications
•  Identify risky activities and take responsibility on action taken
•  Work on roster to cover 24×7 operations
•  Comfortable to communicate with Senior managers and VP
•  Preferred Minimum Level of Education: Bachelor’s degree

Education Specific Requirements: Computer science, Information technology

• Systems, Licensing, Language or Certification Requirements:
• ITSM system, Manage Engine, Summit IT, ServiceNow
• English (mandatory) and Arabic (preferrable)
• ITIL 4 Foundation Certification

Email: suresh.raghavan@jumbo.ae