Job Opportunity at Bank al Etihad in Jordan: Associate/ Service Desk

Bank al Etihad offers a job opportunity as an Associate, Service Desk in Jordan. This role is responsible to ensure proper computer operation so that end users can accomplish business tasks.

Responsibilities: 

1. Field incoming help requests from end users via ticketing system, telephonem and e-mail in a courteous manner.
2. Prioritize and schedule problems. Escalate problems (when required) to the appropriately experienced technician.
3. Apply diagnostic utilities to aid in troubleshooting.
4. Access software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution.
5. Identify and learn appropriate software and hardware used and supported by the organization.
6. Perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications.
7. Test fixes to ensure problem has been adequately resolved.
8. Perform post-resolution follow-ups to help requests.
9. Develop help sheets and frequently asked questions lists for end users.
10. Prepare branches end users machines including hardware and software installation and cabling.
11. Assist in branches or departments reallocation by reinstalling end users IT equipment’s.
12. Prepare detailed procedure for new software or hardware installation and configuration.
13. Responds to first level escalation of user support based on queries received from the Bank's employees.

Requirements:

1. A degree in a related field.
2. Prior professional experience (zero to four years).