Job ID
15904
Job Title
IT Officer
To work for
Oxfam Syria
Country
Syria
City
Damascus
Field of Work
IT Software/IT Security - IT Hardware
Job Type
Full time
Minimum Education Level
Bachelor/ License Degree
Responsibilities
• Act as a first line support and primary point of contact for all service-related queries, issues and requests.
• Log all calls made to the MENA Service Desk with the correct level of detail and impact to facilitate resolution.
• Refer unresolved calls to the most appropriate resolve group and escalate calls to the correct level of management as appropriate.
• Monitor the successful conclusion of all calls.
• Actively communicate user requirements and concerns from a service perspective within IS.
• Proactively manage user expectations through the communication of Service Levels and the deployment of effective incident, problem and change management techniques and processes.
• Pro-actively communicate with customers on progress of open calls.
• Ensure that no illegal or unsupported software is installed on Oxfam equipment.
• Maintain a working knowledge of all Oxfam approved PC and/or application packages.
• Make recommendations to ISM regarding policies, processes and procedures.
• Drive user satisfaction levels by proactively managing expectations in the business with regards to service quality.
• Collaborate with the IS Manager and the Service Desk Manager to obtain information on impacted user groups and identify potential service enhancement opportunities.
• Work with users and the IT Management to identify and assess service enhancement opportunities.
• Actively champion and communicate the users needs, requirements and concerns from a customer service perspective within the IS organisation and in particular Service Delivery.
• Manage user expectations and establish confidence in IS services and their outsourced partners, by proactively communicating service effect and achieved or missed SLAs.
• Log all calls made to the MENA Service Desk with the correct level of detail and impact to facilitate resolution.
• Refer unresolved calls to the most appropriate resolve group and escalate calls to the correct level of management as appropriate.
• Monitor the successful conclusion of all calls.
• Actively communicate user requirements and concerns from a service perspective within IS.
• Proactively manage user expectations through the communication of Service Levels and the deployment of effective incident, problem and change management techniques and processes.
• Pro-actively communicate with customers on progress of open calls.
• Ensure that no illegal or unsupported software is installed on Oxfam equipment.
• Maintain a working knowledge of all Oxfam approved PC and/or application packages.
• Make recommendations to ISM regarding policies, processes and procedures.
• Drive user satisfaction levels by proactively managing expectations in the business with regards to service quality.
• Collaborate with the IS Manager and the Service Desk Manager to obtain information on impacted user groups and identify potential service enhancement opportunities.
• Work with users and the IT Management to identify and assess service enhancement opportunities.
• Actively champion and communicate the users needs, requirements and concerns from a customer service perspective within the IS organisation and in particular Service Delivery.
• Manage user expectations and establish confidence in IS services and their outsourced partners, by proactively communicating service effect and achieved or missed SLAs.
Qualifications
- Experience of the following:
• Customer Management or Help Desk
• Service Level Reporting
• Problem and Incident Management
• Change Control and Release Management
- Good working knowledge of English language
- Exceed customer expectations
- Clear and concise communication with customers and team
- Excellent prioritisation skills
- Incident management
- Ability to work under pressure
- Certification in ITIL
- Certification or Qualification in Customer Management processes
• Customer Management or Help Desk
• Service Level Reporting
• Problem and Incident Management
• Change Control and Release Management
- Good working knowledge of English language
- Exceed customer expectations
- Clear and concise communication with customers and team
- Excellent prioritisation skills
- Incident management
- Ability to work under pressure
- Certification in ITIL
- Certification or Qualification in Customer Management processes
Specific Vacancy Requirements
Dimensions:
• Resolve IT Support requests and contact customers submitting reports directly
• Following an established pattern to solve a variety of problems, some of which are well defined but with new problem solving to be attempted and referred upward if necessary.
• Coordinating the flow of his work within a group of people for specific tasks.
• Undertaking work as defined by Regional Support objectives.
• Communicating with internal staff and external contacts to support the functional business needs.
• On the job training/guidance of staff and skills sharing.
• Resolve IT Support requests and contact customers submitting reports directly
• Following an established pattern to solve a variety of problems, some of which are well defined but with new problem solving to be attempted and referred upward if necessary.
• Coordinating the flow of his work within a group of people for specific tasks.
• Undertaking work as defined by Regional Support objectives.
• Communicating with internal staff and external contacts to support the functional business needs.
• On the job training/guidance of staff and skills sharing.
Salary and Benefits
As per Oxfam Salary scale
Required employees number
1
Posted On
Jun 06, 2018
Expiry Date
Jun 29, 2018
Photo
Required
CV Language
English