• Provide Level-1 service desk and desktop support services including logging, resolving and escalating user requests. Monitor progress of issues and ensure adequate follow-up until resolution.
• Assist end-users physically and remotely (using remote desktop tools) to resolve technical issues and provide user support for standard hardware and solutions provided.
• Acquire and maintain know-how on existing and newly adopted IT systems in use to provide effective support to end-users. 
• Ensure quality and efficiency of services provided, with emphasis on providing solutions (rather than closing requests), while respecting operating methods defined within the ITD quality standards.
• Ensure end users are informed about any potential outage, maintenance or degradation affecting the partner's IT services.
• Maintain the operational knowledge base in the Service Management Tool; record incident and service requests; provide quality advise and training during resolution; update knowledge base.
• Identify, review and participate in the development of IT projects and training solutions to deliver appropriate, cost effective systems and training that improves end-users’ productivity and IT literacy.
• Act as escalation point for L1 IT officers in the European Region and ensure they are up to date on the processes and knowledge on the partner's IT services by making sure internal, restricted knowledge base is up to date, as well as communication and training/knowledge transfer to IT staff is done when necessary
• Provide and ensure meeting room equipment is functional, as well as providing audio-visual support of events where IT support is requested
• Schedule and complete the onboarding process for end-users, including the set up and configuration of end-user equipment, briefing on IT systems and accesses, as well as updating the inventory
• Maintain the inventory of end-user devices for the responsible office(s) and ensure inventory data is up to date
• Take part in the creation and testing of the partner's Image, as well as carrying out the deployment of the partner's image on every partner's laptop before handover to the end-users
• Ensure higher level of expertise with regards to IT tools and solutions that are above Level 1 support level, but where knowledge transfer from Level 2 teams has taken place and is documented 
• Continually improve user satisfaction by a “can-do” attitude and with innovative and pragmatic problem solution practise
• Adhere to staff regulation as well as the IT security rules at all the times
• Communicate effectively with the various the partner's stakeholders within the IT sector, share knowledge and be subject matter expert

Education           

• Degree in Information Technology
• ITIL certification or equivalent

Experience         

• 3 years of professional experience in the IT support field as service desk agent in addressing first level resolution of incidents       
• Proven track record of service desk experience with high level quality requirement              
• Knowledge and Skills     
• Excellent knowledge and proven experience record of first line service desk position including end user front end support (incidents and events diagnosis, identification, resolution, reporting and escalation)                    
• Good experience to receive user demands through various communication channels such emails and phone calls                    
• Excellent knowledge of a Service Management Tool and support workflow usage (EasyVista preferred) MS Windows 7 & 10 operating system environment and MS Office 2016 application suite and related end users support requests                   
• Excellent knowledge of MS Windows 7 & 10 operating system environment and related end users support requests                      
• Excellent knowledge of MS Office 2016 application suite and related end users support requests                           
• Good knowledge of MS Active Directory concepts and user account management (MACD), Microsoft Outlook, additional services under Office 365 (OneDrive and ooDrive)             
• Good knowledge of Microsoft Outlook and related issues, resolutions                   
• Good knowledge of additional services under Office 365 (OneDrive and ooDrive)              
• Good knowledge in popular mobile devices (iOS & Android) and related end users support usage requests              
• Good knowledge of end-user computer monitoring (MS inTune preferred) and associated monitoring and reporting features                   
• Proven interpersonal and ability to communicate and coordinate with stakeholders across different internal/external teams for specific maintenance or support activities                            
• Adept at analysis, problem solving, solution and end-user result oriented                          
• Affinity for team work, collaborative attitude, open-minded and adaptable                       
• Willingness to meet extraordinary demand with extraordinary response through a “can-do” attitude, contributing to the successful implementation of the ITD strategy                            
• Well organized, able to work under pressure and manage emergencies                

Languages

• Fluent spoken and written English          
• Good command of another the partner's official language (French, Spanish or Arabic)                   

E

• International environment
• English as working language