Specialist, IT Digital Workplace Services

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Title:  Specialist, IT Digital Workplace Services

Description: 

M1. JOB DETAILS:
Job Title:Specialist, IT Global Service Desk
Reports to:Senior Manager, IT Global Service Desk
Department:IT
Function:Global Service Desk
LocationAmman, Jordan
2. JOB PURPOSE 
 Provide support for end users by leading a small team during an assigned shift and act as the point of contact from technical and communication perspective.
. KEY ACCOUNTABILITIES 
Reviewing end users’ inquiries and technical support requests, as well as advising, recommending, and providing professional solutions related to software or hardware systems over the phone, email or in person accordingly.Resolving complex issues and those that require specialized involvement to the designated functions in order to ensure adequate and timely resolutionPush the team to comply with the assigned KPIs Comply with the set service level agreement and the assigned KPIsManage to work over three shifts to support all Hikma sitesFollow up on routine maintenance on Laptop/Desktop devices and determining when it should be replaced and what kind of maintenance is neededPrepare reports, charts, graphs and narrative information for management 
QUALIFICATIONS, EXPERIENCE, & SKILLS 
QUALIFICATIONSBachelor’s in computer science, Information Systems, or related disciplineMust be team-oriented, possess a positive attitude, and work well with others.Have a genuine passion for providing excellent customer service and a problem-solving attitudeStrong Arabic and English commandITIL Foundation certification is a mustCCNA Certification is a mustMS Office 365 certification is a must.
EXPERIENCE
Minimum of 5 years of experience in a similar role.
SKILLSAccountability: Demonstrates an understanding of the link between one’s own job responsibilities and overall organizational goals and needs and performs one’s job with the broader goals in mind.Collaborative Leadership: Promotes and generates cooperation among one’s peers in leadership to achieve a collective outcome; fosters the development of a common vision and fully participates in creating a unified leadership team that results.Planning and Organizing: Establishes a systematic course of action for self or others to ensure accomplishment of a specific objective. Sets priorities, goals, and timetables to achieve maximum productivity. Self-starter with excellent organization, administrative, interpersonal skills, and project managementOrganizational Understanding: Understands the agendas and perspectives of others, recognizing and effectively balancing the interests and needs of one’s own group with those of the broader organization. Ability to interact cross-functionally with a wide variety of IT and business stakeholdersCoaching: Works to improve and reinforce performance of others. Facilitates their skill development by providing clear, behaviourally specific performance feedback and making or eliciting specific suggestions for improvement in a manner that builds confidence and maintains self-esteem.Communication: Creates an atmosphere in which timely and high-quality information flows smoothly both up and down the organization, inside the organization; encourages open expression of ideas and opinions. Excellent communication, presentation, and relationship skills, especially the ability to articulate advanced technical topics and build consensus among business and technical constituents 

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