· JOB SUMMARY:
The Technical Support Specialist is responsible for supervising the execution of technical IT helpdesk support services for Al-Rajhi Investment Company Departments and Divisions and its employees.
· PRIMARY DUTIES & RESPONSIBILITIES :
1-Supervise the provision of help desk support to all end-users, answer emails or phone calls on a timely basis and issue request tickets upon receive of request.
2-Prioritize request tickets properly and communicate updates to users as appropriate and determine problems that need escalation.
3-Perform closing of tickets in a timely manner, ensuring the accurate documentation of the method of resolution and time needed to address the request.
4-Supervise the execution of periodical and adhoc maintenance of the company’s hardware, including desktops, laptops, printers, and associated accessories and peripherals, and set the maintenance plan on a periodical basis.
5-Coordinate with Vendors and Service Providers to resolve major hardware or software problems and replace defective products.
6-Enforce the early detection of problems and use root cause analysis, to ensure the reduction of the likelihood of future failures.
7-Develop and document procedures or process flows to efficiently resolve common technical problems.
8-Supervise the execution of set-up activities for new users and ensure the provision of training on system usage, Information Security and Corporate Standards.
9-Monitor the timely documentation and reporting of obsolete equipment, and suggest safe and secure way of disposal.
10-Monitor and follow-up on software purchases, license keys and installations, to ensure compliance with software licensing agreements.
11-Supervise the activation of access cards by the Technical Services Technician, and resolve any problems concerning the electronic access control system adopted by Al-Rajhi Investment Company.
12-Prepare and conduct training sessions, and undergo the documentation of relevant manuals for distribution accordingly.