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IT Help Desk Section Head

1.00 to 10.00 Years   Baghdad, Iraq   06 Apr, 2021
Earthlink
1 Jobs Openings
Job LocationBaghdad, Iraq
EducationBachelor's degree / higher diploma
SalaryNot Mentioned
IndustryInstallation & Technical Services; Computer Hardware & High-Tech Manufacture
Functional AreaNot Mentioned

Job Description

Job Summary : This position is responsible for supervising the Help Desk Team, ensuring the section provides optimal support for internal customers regarding issues in Hardware, Software, email clients, IP Phone, CCTV, applications and services support?etc. Also the Section Head is also responsible for managing the recruitment of new employees, provides training to Help Desk officers, providing feedback, conducting customer satisfaction surveys. Job Duties: Troubleshooting & Support:

  • ???Lead the Help Desk team to provide 1st line support for desktop IT and enterprise internal network issues on time and efficiently maintain and fix it right from the first time.
  • ??Train all IT Help desk officers on troubleshooting techniques and technologies.
  • ??Manage IT Applications installations, desktop IT and software licenses.
  • Install and configure system hardware and software, establishing and managing user accounts, upgrading software, and performing backup and recovery tasks.
  • ?Troubleshoot and resolve technical issues related to company applications, software, Hardware, attendance, cameras, access, VPN, Telephony, email, PCs, Video conferencing systems, printers, company cloud managed hardware?etc.
  • ?Ensure achievement of all Help Desk metrics for ticket response and closure e.g., Turnaround time, number of iterations before resolution etc.
  • ??Manage Troubleshooting variations of Internet connectivity, handling multiple types of routers, networking devices, GUI interfaces, and administrative utilities, wireless connections, security.
  • ?Ensure proper administration of Finger Prints Configuration and Maintenance.
  • ?Achieve Internal user satisfaction score, Security/system reliability score, Network uptime.
  • ?Manage Hardware maintenance, upgrade, and network configuration for any installed server.
  • Ensure that all IT support related operational expenses are within the approved budget
  • Recommend new hardware and IT applications to save costs
  • Ensure proper deployment and functioning of IT support for all internal customers.
?Technical Training:
  • ?Present Technical training courses as needed both internally and externally.
  • ?Assist other Departments with deploying new services and technologies as needed.
?Staff Management/Internal Processes:
  • Recommend Hiring, Firing, and Transfer of staff to the department manager.
  • Prepare and manage employee shifting schedules, daily activities and distribution of resources among locations and projects.
  • Monitor and record daily the attendance records and ensure company policy is implemented.
  • Implement and Monitor Health and Safety Rules and ensure policy is implemented.
  • Prepare and submit the daily, weekly, monthly and annual reports as per section guidelines.
  • Coordinate daily schedule of employee assignments and ensure performance meets SLAs.
  • Resolve all employee personnel inquiries, conflicts and grievances.

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