IT User Specialist

Job Purpose

The IT User Support Specialist makes sure the users in his operating country (OpCo) of responsibility receive the right level of support. The main objectives of this position are:

• Fulfill and remediate user requests and incidents on time and with expected quality.
• Ensure the appropriate level of communication with the users.
• Respect the Service Level commitments defined with the users.

Key Responsibilities

• Provide the 1st level of support,  (OS, network, hardware, software, peripherals ..etc) to all employees in scope.
• Manage the IT facilities (Data Center) in the site.
• Classifies and prioritises requests and incidents.
• Ensure the coordination of 1st, 2nd and 3rd level support .
• Work proactively on root cause analysis, problem solving and standard operating procedures creation.
• Answer inquiries and provide basic training to users in the proper use of hardware and software.
• Handle the communication to end users and other IT departments
• Ensure the Service Level commitments are respected
• Follow and implement the security, internal control and standardization principles defined by the group and regional teams.
• Implement service enhancements that improves the reliability, usability, security, supportability and performance of the desktop environment.
• Apply LH IT security standards on all computers in terms of anti-virus, security updates, OS updates and users authorized access.
• Provide network connectivity to LH resources & and support for the visitors.
• Ensure compliance with LH standards in terms of HW, SW and enforce LH IT policy.
• Monitor the printing consumption and the attendance systems.
• Receive and deliver of network devices and toners in the site.
• Approve work permits for any needed civil work to avoid any IT network damages.
• Keep track of IT user's assets and scarp and prepare computers, printers as a donation for social activities.
• Update the inventories, scrap and donations.

Education

Qualifications & Experience

     Education:

• Graduate degree in Business or Management, Computer Science, Engineering or related discipline with an IT focus.

Technical Skills:

• Ability to conduct research into application development issues and products.
• Analytical, design and development skills including troubleshooting and integration of IT services.
• Competency in developing efficient and effective solutions to diverse and complex business problems.
• Ability to implement IT policies and governance.

    Experience:

• At least 2-4 years in IT End User services experience.
• Broad technical knowledge of IT.
• Understanding of IT services, technology and solutions.
• Experience in a related industry (cement, aggregate, ready-mix) is a plus.

Behavioral / managerial competencies: 

• Ability to work decisively under heavy workload considering the criticality, urgency and extended work hours required to ensure availability of the service in accordance to service level commitments.
• High willingness to drive transformation and service improvement.
• Strong customer / end-user / client service orientation.
• Keen attention to detail.
• Capability for problem solving, decision making, sound judgment, assertiveness.