Support Service Supervisor
Omanairports
مجموع سنوات الخبرة :14 years, 8 أشهر
• Extensive previous experience with all areas of Information Communication Technology (ICT).
• Capture and record all faults in service desk system that are escalated by Service Desk Operators
• Ensure a high level of service and communication is provided to both internal and external customers.
• Follow company methodologies and highlight ways to improve second level resolution.
• Report faults to ensure correct responsive action is achieved and escalate unresolved faults to 3rd level support.
• Analyze common faults to identify root cause and suggest improvements.
• Interface with other ICT staff to ensure corrective action is taken to address faults.
• Interface with Service Desk Operators to ensure raised faults are restored against the agreed service levels.
• Communicate with Service Desk Operators to ensure latest information is provided.
• Update all service desk fault records for corrective and preventative maintenance.
• Ensure all consumables are sufficient and spares are ordered when necessary via the company’s procedures.
• Able to install, configure and maintain various IT hardware components.
• Ability to think quickly and solve critical incidents.
• Strong communication and interpersonal skills.
• Effective organizational skills and high levels of professionalism and motivation.
• Previously demonstrated experience in a similar role in a corporate or related industry.
• Conducting regular maintenance on IT hardware to ensure maximum operating levels are maintained and are operating at maximum efficiency levels.
• Capture and record all faults in the service desk system that are escalated by the Service Desk Operators
• Ensure that a high level of service and communication is provided to both internal and external customers.
• Follow company methodologies and highlight ways to improve second level resolution.
• Report faults to ensure correct responsive action is achieved.
• Analyse common faults to identify root cause and suggest improvements.
• Interface with other ICT staff to ensure corrective action is taken to address faults.
• Interface with Service Desk Operators to ensure raised faults are restored against the agreed service levels.
• Communicate with Service Desk Operators to ensure latest information is provided.
• Update all service desk fault records for corrective and preventative maintenance.
• Ensure that all consumable are sufficient and that spares are ordered when necessary via the company procedures.
SQUH Responsibilities:
• Maintain all servers (Windows and Linux) in SQUH
• Maintain SQUH local Area Network
• Monitors the performance of systems and Local area network
• Plan, study, and procure network systems for hospital departments.
• Analyze and troubleshoot network systems communication failures and bottlenecks
• Establish VPN access for all remote users.
• Support in testing and deployment of new systems
• Ensure safety and availability of data by taking proper backups.
• Keep in touch with all new developments in network field and update SQUH systems when required
• Participates in the development of policies, procedures of the department.
• Provides on-call support on a rotating schedule.
• Prepare RFP and executes network projects.
• Assist HOD in developing future network replacement plans.
• Assist in the student summer training.
• Provide technical assistance and support for incoming incidents and queries from SQUH users related to computer systems software and hardware and log them into the Help Desk Tracking System (Netsupport).
• Forward the incidents that cannot be addressed by the team to the appropriate division and follow it up.
• Performs minor desktop hardware repair for PC computer equipment and peripherals that are not covered by third-party vendor maintenance agreements.
• Install, test and configure new workstations, peripheral equipment and software
• Monitoring daily operation of all SQUH systems.
• Recommend changes in the hardware to improve computer capabilities.
• Coordinate with hardware Maintenance section when distribution new PCs
• Prepares periodic reports on Help Desk activities
• Participates in the development and maintenance of Help Desk procedures/documentation.