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Oil and Gas / IT Helpdesk Operator

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Vacancy ID: Req000620

Date: 19 March 2015

Deadline: 10 April 2015

Work conditions: Full Time

Location: Baku, Azerbaijan

Salary: Negotiable




Job description:

  • Provide day to day IT Customer Service to deliver excellent technical and non-technical support with outstanding customer service, customer satisfaction, accuracy and timeliness.  
  • Provides basic troubleshooting assistance and ticket resolution for personal computer users. 
  • Supports computer users with installation of basic hardware/software and networking components to meet personal computer needs. 
  • Diagnoses and troubleshoots basic problems with individual or multiple computer systems in order to maintain proper functioning; resolves issues including contacting and assisting vendors.
  • Assists with computer studies, projects, and implementation of policies throughout area of assignment. 
  • Conducts diagnostic reviews and produces error reports as requested by team leader or customers in order to identify and correct any problems. 
  • Ensure robust IT support (help desk) is in place to support technical needs of staff based in main office, remote locations, customer sites, personnel based out of Azerbaijan
  • Use Call Center tools (Service Desk), provided training and knowledge documentation to provide resolution to customer problems and issues.
  • Assist staff in main office, remote locations and customer sites with technical support for servers, desktop computers, applications, network services and devices, and related technology. 
  • Work with vendor support contacts to resolve technical problems with desktop computing equipment and software
  • Coordinate activities by scheduling work assignments, setting priorities, and directing required personnel, as instructed by IT/Telecoms Division Manager
  • Ensure routine check and maintenance of office network, Assist in maintaining LAN/WAN records and, as appropriate, telephone systems. 
  • Maintain inventory of all company computers and network-related equipment.
  • Provide technical assistance and support for incoming queries and issues related to computer systems, software, and hardware.
  • Respond to queries either via remote session, in person, or over the phone.
  • Document recurring support processes.
  • Train computer users.
  • Maintain daily performance of computer systems.
  • Respond to email messages for customers seeking help.
  • Ask questions to determine nature of problem.
  • Walk customer through problem-solving process.
  • Install, modify, and repair computer hardware and software.
  • Run diagnostic programs to resolve problems.
  • Resolve technical problems with Local Area Networks (LAN), Wide Area Networks (WAN), and other systems.
  • Follow up with customers to ensure issue has been resolved.
  • Gain feedback from customers about computer usage.
  • Run reports to determine malfunctions that continue to occur 
  • Provide IT training and support to staff as required
  • Lifecycle management of IT for personnelo IT starter process for new joinerso carry out IT inductions o Manage IT process for leavers (e.g. email, IT equipment, etc.)
  • Report to line manager any problems encountered and discuss possible solutions or alternatives before proceeding on assigned work
  • Report to line manager on completion of assigned work
  • Ensure timely completion of timesheets on ERP system
  • Perform any other job-related duties as assigned

Requirements:

  • Minimum 2-3 years’ experience working IT Help Desk
  • Able to communicate in Azerbaijani and English – written and verbal
  • Self-starter, able to work with minimal supervision
  • Proactive, able to identify possible problem areas and suggest suitable remedies
  • Team player, excellent interpersonal and organizational skills
  • Conscientious, reliable, flexible, hardworking, professional and motivated
  • Able to work under pressure Customer focused