Emirates National Oil Company
IT Helpdesk Officer – CNTG at Emirates National Oil Company is required to provide Level 1 and 24/7 Helpdesk support services within ENOC on company supported computer applications and platforms to ensure secure, reliable and smooth running of the user support function and maintain a high quality and avail ability of IT and performance of the network, servers & applications through monitoring systems, tools and services.Troubleshoot end user hardware and software problems via phone, email or remotely and advise on the appropriate action to be taken.
Duties Of IT Helpdesk Officer
- Implement all approved help desk policies, processes, systems, standards and standard operating procedures.
- Support execution of Help Desk operations in line with Company policies and International standards.
- Contribute to the achievement of the approved Performance Objectives for the Section.
- Achieve personal objectives in line with the Company Performance Management framework e.g. Balanced Scorecard.
- Manage, process and assign all the IT service requests including work requests, change requests, incidents and tasks.
- Manage and maintain user accounts activities such as username & membership / OU in active directory and mailbox creation, migration & license assignment in exchange and Skype.
- Prioritize critical issues that impact fuelling and payments for sit es (all Pumps or all VeriFone’ s are not working) in order to avoid interruption of the service to the customers.
- Cross-verify online pro duct transactions in the backend database using MS SQL & TOAD for the products such as Etisalat, iTunes, Play Station, DU, etc.
- Troubleshoot, analyse and solve incidents raised by retail sites for Applications and services on VM War e servers related to fuelling, POS and Verifone.
- Monitor recurring events/ incidents and raise problem tickets.
- Communicate planned/ unplanned IT activities and announcement to customers/ end-users.
Eligibility Requirements For IT Helpdesk Officer
The eligibility requirements for the role of IT Helpdesk Officer are as under:
- Bachelor’s in Computer Science, Computer Engineering or Business field or equivalent.
- Any IT related certificate is a plus.
- 2 years of experience in general IT functions with around 1 year in help desk operations.
Skills & Knowledge Desired
- Experience with usage and troubleshooting Microsoft products within a network environment.
- Good Knowledge of PC, Mobile, Laptop and Tablets hardware installation and configuration.
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