Explore the opportunity of becoming an IT Helpdesk Officer at Jordan Ahli Bank in Amman, Jordan. Apply now and join our team.
IT Helpdesk Officer
About the job
Job Purpose:
Responsible for providing technical assistance and support related to computer systems, hardware, or software. Responds to queries, runs diagnostic programs, isolates problem, and determines and implements solution.
Main Duties & Responsibilities:
- Monitor bank services such as ATM, Internet Bank, and Mobile Banking.
- Monitor bank infrastructure through the available monitoring tools (such as PRTG, SCCM, Oracle Control).
- Monitor Service Desk for tickets assigned to the queue and process first-in first-out based on priority.
- Serve as the first point of contact for end users seeking technical assistance over the phone or email.
- Perform remote troubleshooting through diagnostic techniques and pertinent question.
- Diagnose and resolve basic technical issues.
- Determine the best solution based on the issue and details provided by end users.
- Walk the end user through the problem-solving process.
- Direct unresolved issues to the next level of support personnel.
- Provide accurate information on IT products or services.
- Record events and problems and their resolution in logs.
- Follow-up and update end user status and information.
- Pass on any feedback or suggestions by end users to the appropriate internal team.
- Identify and suggest possible improvements on procedures.
- Escalate pending issues to the second level of support.
- Provide services status report on a daily basis.
- Identify, classify and record problems, known errors, resolutions and workarounds
- Investigate and diagnose problems and define solutions.
- Maintain problems, known errors, solutions and workarounds database(s).
- Manage problems proactively by analyzing incident records, and using data collected by other IT Service Management processes to identify trends or significant problems.
- Arrange, document and follow-up on problem reviews.
- Close all problem records.
Skills & Qualifications:
إقرأ أيضا:بدء التقديم في برنامج الابتعاث الخارجي للجنسين بالخدمات الطبية بوزارة الداخلية- Bachelor’s degree in Computer Science, Computer Engineering or any IT related field.
- 0-2 years’ experience in IT/IT Service.
