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Senior analyst – airport end user support
1 month ago
Perform L1 and L2 roles and responsibilities by being the ICT Point of Contact. Attend Users incidents and service requests in which technical competence meets customer relations.
Main Duties:- Receive incident reports and service requests from Users via telephone, SAHAB, or other means.
- Perform incident classification, prioritization, and correlation with other reported incidents and matching against known errors.
- Record all required incident details on the incident management system.
- Link the incident record to the User ID and configurations.
- First level support to attempt to resolve the incident, using remote control if necessary for incident resolution.
- If the incident requires escalation to level 3 support, create a work order on Service Desk and assign it to the appropriate level 3 Support group.
- Track the incident until closure and keep the User up to date with the incident status.
- Selective quality checks on closed incidents & service requests.
- Forward the service request to the proper IT support group, in accordance with the service request procedures.
- Track the service request until closure and keep the User up to date with the status.
Perform various tasks simultaneously, handle interruptions, and return to and complete tasks in a timely manner.
Maintain and update documentation relating to technical procedures, user guides, and applications.
Preparation of new PCs/notebook computers for deployment, including unpacking, installation of the operating system, installation of applications and clients, and setting of user profiles & PC BIOS parameters as per policies.
Installation of new PCs and locally attached peripherals such as printers and image scanners, including site readiness inspection to verify availability of proper desktop, power outlets, & network outlets in a timely manner.
Installation of additional applications as per user's requirements such as Airport Operating System applications, Acrobat Reader, Auto CAD, etc.
Preparation and onsite installation of networked printers that will serve Business Applications users.
Inspecting and troubleshooting the time attendance recording devices distributed across all sites.
Upgrade of operating systems and applications as per Business requirements.
Recovery (if possible) of lost user data caused by hardware or software.
Relocation of PCs & peripherals as required by users.
Attend on-site troubleshooting upon escalation.
Researching, diagnosing, troubleshooting, and identifying solutions to resolve system issues.
Provide advice, plan, and assist with major desktop OS rollouts.
Provide input and assistance into software licensing.
Track hardware and software model, version, serial numbers, and licensing model.
Perform initial level diagnosis of incidents and resolve them when appropriate.
Demonstrate a good understanding of the customer's business needs and apply them to the management of system events & incidents.
Develop and maintain an understanding of customer Service Level Agreements.
Accept cases from the support queue and assign them to service desk L2 and third line support.
