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IT Support Officer, Iraq

1.00 to 10.00 Years   Basra, Iraq   29 Jun, 2022
GardaWorld
1 Jobs Openings
Job LocationBasra, Iraq
EducationNot Mentioned
SalaryNot Mentioned
IndustryOther Business Support Services
Functional AreaNot Mentioned

Job Description

Position/Employment type: IT Support Officer, IraqOrganization/Reporting line:Team: IT Support team Iraq, SS Middle East & AfricaReporting to: IT Manager SS Middle East & Regional Director, IraqDirect Report: N/APlace of work/Travel:Iraq / travel to operational locations within Iraq Contact and Cooperation:Internally: Main cooperation with the IT Manager, all computer users at Garda World.Externally: IT Consultants, IT Suppliers, Professional Associations, and Technology Stakeholders.Job Summary: The IT Support Officer is responsible for performing end user and help desk support, ICT system users support, and providing operational support to Companys core IT operations in line with ICT policies and procedures.Key Responsibilities:

  1. Install and configure computer and mobile systems following GardaWorld IT policies and procedures
  2. Use of the GW IT ticketing system to process, prioritize and assign requests from internal customers
  3. Diagnose and solve hardware/software faults and rectify problems relating to the malfunction of IT equipment including software in different situations and in most cases remotely
  4. Respond and take ownership of IT tickets in a timely manner to ensure minimum disruption
  5. Respond to calls in shortest time, escalate calls as required both internally and with key support vendors
  6. Analyse tickets to spot trends and underlying issues
  7. Support training and maintenance of all computer systems used throughout GardaWorld. This includes providing one on one user training when requested
  8. Perform day-to-day network monitoring, support, and maintenance
  9. Provide technical support to hardware and software for Desktops, Laptops, mobile devices, peripherals, printers, and photocopiers.
  10. Support Microsoft products such as Office, Operating Systems, and the E-mail Systems; and
  11. Available for 24/7 remote support
  12. Deliver IT projects within project guidelines
Principal Outputs of this Role:
  1. User support within the set turnaround time
  2. First level support to all IT hardware and software issues
  3. Efficient IT systems with minimal downtime
  4. Efficient help desk support services
Authority:As per GARDA WORLD authority matrixAccountability:IT Support role is accountable to the SS Middle East IT Manager & Regional Director, Iraq , for the responsibilities stated in this job description. These responsibilities will be monitored and managed through the mid-year and annual performance review and supported through the monitoring of KPIs.Technical competencies: Windows operating systems Office 365 Networking ITIL concepts preferable Remote support tools (Teamviewer)Competencies:
  • Excellent management of priorities based on business impact and urgency
  • Planning, coordination, work monitoring, multitasking and problem resolution skills.
  • Ability to outline and communicate effective objectives and action plans.
  • Demonstrate a high degree of sensitivity, confidentiality when dealing with internal and external customers.
  • A go-getter, enthusiastic, results oriented with excellent communication and presentation skills.
  • Have a high sense of accuracy, attention for detail and with good analytical ability

Keyskills :

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