SENIOR OFFICER – SERVICE DESK
Division : ICT Field Support Department : ICT Service Desk
Location : Bahrain Job Type : Full Time
No. of Positions : 1 Contact Email : [email protected]
Closing Date : 2017-12-17 Airline Jobs
Supervise and administer the assigned shifts of the ICT Service Desk in line with company’ standards & procedures. Responsibilities include direction, guidance and supervision of BAC & Outsourced Field Support Staff, Asset Management, Assessment, Triage, Research, follow-up and timely resolution of incidents & service requests and 24×7 on Call duty. Manage the procurement requests received from department based on budget allocated. Manage the daily operations of the service desk function.
The Main duties will include:
Assist the Service Desk Manager to administer and supervise the assigned shifts of the ICT Service Desk in line with company standards & procedures.
Enforce Service Desk service levels agreements in consultation with end users to establish problem resolution expectations and timeframe
Provide up to 3rd Line support to Airport Operation Systems (CUP, FIDS, PA, RMS) and BAC & BIA ICT Users. Supporting a range of ICT User devices, peripherals and software including but not limited to, Laptops, PC’s, Printers, Network, Radio Communication equipment and Telephone
Provide end to end support for the Ultra CUSE (CUP) system and liaise with Ultra Support and SITA for timely and efficient installation, support, upgrade and fault finding to the Airline’s DCS system.
Works under limited direction of Manager Service Desk. Uses discretion in identifying and responding to complex issues and determines when issues should be escalated to a higher level which requires him to be on call 24×7.
As directed by the Manager – Service desk Maintain, Manage and administer Outsourced field support Staff Contract and personnel.
Assist the Manager Service Desk managing the team and resources for optimal performance in support of BAC’s management strategic objectives, including but not limited to Leave Planning, Training, and PMS.
Coordinate and liaise with Gulf Air ICT for the efficient running and operation of the GF/DCS system in BIA.
Maintain and collect daily log and service report from field support personnel and gather information on faulty products and systems for necessary action.
ICT Asset Inventory Management and Procurement.
Ensures that advice notes and repair requests are correctly recorded as per the applicable procedure. Approve and Receive work orders and assigns jobs orders to appropriate ICT section or specialist.
Minimum qualifications and experience:
- 5 years’ experience as a Service Desk Analyst
- Desktop support in Windows environment
- Good command of English and Arabic
- Demonstrates effective interpersonal, communication and organizational skills with ability to work in a team.