Support Analyst – IT Service desk

Helpdesk and Support :

 

·        First line Support of TOS Applications with troubleshooting user accounts problems & Transactions problems

·        First line Support for all other applications in DPW Jeddah

·        Receive and resolve technical and software support calls from end users 24/7

• Installing and configuring computer hardware, printing/scanning devices, operating systems and applications, and other products

·        Provide investigation , diagnosis , resolution and recovery for hardware/software problems

·        Technical support the following technologies , Microsoft office products –, internet explorer , operating system windows XP ,7, 8 & 10 , desktops , laptops , printers , networked copiers and scanners

• Talking staff or clients through a series of actions, either face-to-face or over the telephone, to help set up systems or resolve issues.
• Troubleshooting systems , network problems and diagnosing , solving hardware or software faults

·        Inspects all component parts to check for defects and problems , replacing parts as required

• Providing support, including procedures documentation and relevant reports.
• Setting up new users’ accounts and profiles and dealing with password issues.
• Responding within agreed time limits to phone calls (remote support) and on site visit.
• Working continuously on a task until completion (or referral to second level of support if required
• Prioritizing and managing many open cases at one time;

·        Installing and configuring computer lab for training

·        Installing and configuring presentations equipment (video conference, Sound system,…etc)

·        Building and testing models for simulation models are performed and results are analyzed to evaluate interaction between software and hardware

·        Recorded and Escalate (Service Request, Incidents & Problems ) in SCSM Application

·        Troubleshooting Network connectivity Problems

 

Tasks:

·        Installing and configuring RDT (Remote Data Terminal) & VMT (Vehicle Mount Data Terminal )

·        Troubleshooting RDT & VMT problems , replace defected parts as required

·        Installing and configuring CCTV camera ( indoor , outdoor / Fixed , PTZ )

·        Troubleshooting camera problems , replace defected parts as required

·        Installing and configuring access control system component (Reader, panel, magnetic and strike lock, turnstile and barrier gate.

·  Troubleshooting & solving access control system problems