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IT Support

Keywords / Skills : ITIL, , IT Infrastructure Management, IT Support, IT helpdesk, Technical support, Operation Support

3 - 8 years
Posted: 2019-04-25

Job Description

Description AND SUMMERY

• IT Support Operational:

o Provides desktop hardware, software and application support across the organization including office computers, applications, and peripherals for internal office user’s externals AZF’s clients

o Responsible for the prompt resolution of all desktop user problems as per the trouble tickets service level

o Responsible for safeguarding the IT Desktop Infrastructure environment and ensuring all policies, procedures, and standards are being followed

o Develops and maintains a deep technical understanding of all hardware and software applications in use across the business environment to have the necessary capacity to provide troubleshooting support

o Works with IT Infrastructure management, technical support specialists, and team members to ensure optimum IT Infrastructure environment performance, security, and availability at all times

o Provides technical advice, support, and assistance involving the technical support operation

o Resolve problems and issues in an effort to minimize user downtime

o Liaise with internal departments and teams to determine user requirements, execute projects, and set service standards

o Coordinate with various IT service Management Functions and process for aspect of IT Asset and configuration requirement.

o Manage business expectations as it relates to Technical Support and ensure successful implementation of various IT projects

• Incident & Problem Management:

o Resolve and provide resolution details of incident & Problem as bulletins to IT support staff

o Co-ordinate and promote incident management activities across AZF IT and ensure compliance to the Incident Management processes within area of responsibility.

o Provide advice to all support staff in the resolution of Incidents, including negotiation with customers and service teams in order to resolve issues which may delay resolution

o Ensure effective and rapid response to Major Incidents

• Customer Service:

o Deal directly with customers either by telephone, electronically or face to face

o Respond promptly to customer inquiries

o Handle and resolve customer complaints

o Obtain and evaluate all relevant information to handle inquiries

o Direct requests and unresolved issues to the designated resource

o Communicate and coordinate with internal departments

o Follow up on customer interactions

Resource & Stakeholder Management:

o Responsible for maintaining relationships with business users, third party supplier and address stakeholder expectations.

o Assume any other responsibilities as directed by the direct supervisor.


• Substantial experience in a computing or information technology.

• ITIL Service Management qualification

• Working knowledge on Hardware, Software and Network

• Excellent communication, interpersonal and analytical skills are essential.

• Persuasive and assertive with the ability to change behavior to ensure the optimum utilisation of IT resources.

• Customer service attitudes skills

• Multi-tasking skills and the ability to organize competing priorities.

• Team work skills

• Communication and interpersonal skills

Preparing and understanding written materials


• 3-5 years of relevant experience in the same field preferably with multi-cultural corporation/organization. 1 year should be in a similar position / responsibility, preferably in a similar Industry.

• Previous experience in IT service desk, Technical and Operation Support

Well exposed to industry standards and best practices in IT Asset and configuration management

and Service management practice, Customer Services, service quality


Qualified to degree level in a computing related subject.


o This is under Government Project.

o Good Salary Best in Industry, Totally negotiable for right candidate

o Company will Provide Family Visa.

o Free education will provide to your kids up to 12th Standard.

o Having Medical Facilities.

o Family Tickets will give Every Year.

o Accommodation.

About Company

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