Overview
IT Technical Support Officer 1 Jobs in Riyadh, Saudi Arabia at Council Of Health Insurance
Title: IT Technical Support Officer 1
Company: Council Of Health Insurance
Location: Riyadh, Saudi Arabia
Job Purpose
The jobholder is responsible for performing IT Technical Support activities with minimal supervision providing technical support to CCHI’s employees, through an appropriate ticketing system, in order to ensure best level of service in accordance with policies, procedures and service levels agreements.
Generic Operational
Execute all activities, approaches and tools under minimal supervision
Coordinate and communicate proactively with internal stakeholders
Collect data and perform data entry
Update on a continuous basis the database for tracking and reporting
Escalate complex problems to ensure case/issue is closed efficiently and in a timely manner
Assist team members and provide input to ensure projects and tasks are completed on time
Perform other activities as and when required
Specific Operational
Understand the frequent questions and answers and IT helpdesk knowledge base in order to provide employees with consistent answers to common requests or incidents
Log all IT incidents and service requests in the ticketing system including allocation of code for every request, categorization and prioritization according to importance and urgency as per helpdesk procedures
Provide technical support to the employees on hardware, network, and software-related problems to ensure effective resolution in a timely manner
Escalate IT incidents and requests that cannot be resolved within agreed timescale
Communicate with employees, keeping them informed of progress and notifying them of impeding changes or agreed outages, etc.
Satisfaction with technical support services
Timely response to employees
Timely resolution of IT problems Page 2 of 3 CCHI-10/1/1-FM/EN-01-1/2
Utilize the ticketing system to document communication with employees, steps taken to resolve issues, and time spent on work done
Log technical service inquiries for future reference purposes
Execute service requests such as installation and configuration of new user systems, equipment and software
Perform maintenance of computers and solutions in various LAN environments
Assist in measuring and analyzing the performance metrics of the IT Helpdesk (KPIs / SLAs) to facilitate the evaluation and the effectiveness of the service within the covered area and to contribute to the identification of improvement opportunities
Education, Certifications
Bachelor’s degree in computer science or a related field
Information Technology Infrastructure Library certification (ITIL) or Microsoft Certified Solutions Associate (MCSA) or any other equivalent certification is preferable
English language level: Basic
Experience
3+ years of relevant experience
Experience in IT first level support
Previous experience in government sector or regulatory bodies is preferable