Job Description:
Position Purpose: To provide first line helpdesk support to customers, assisting them with hardware and software problems via phone or email.
Area of Interest: IT Solutions
Location: Islamabad
Degree(s)/Major(s):
1.Bachelors
2.Masters (optional)
Certification(s): 1.ITIL (optional)
Experience Required: 0-2 years of relevant experience
Key Responsibilities:
-Support/Dispatch function
-Answer support queries (incidents and service requests) via phone, service desk and email in the timeperiod of 07-23 CET all days (Mon-Sun) all year
-Work in shifts 10-19 or 18-02 (Pakistan time) every day of the week in prearranged shift plans, totalling to 140 hrs per watch cycle of four weeks (approx. average 35 hrs/week)
-Maintain a high degree of customer service for all queries via phone, email or service desk tool, and adhere to all service management principles
-Log all relevant incident or service request details, allocating categorization and prioritization codes in the service desk tool
-Provide 1st line investigation and diagnosis if applicable
-Resolve those incidents or service requests that are possible or agreed, and escalate incidents/service requests to TBH IS second line that cannot be resolved within relevant timescale or lack of competency
-Keep users informed of progress
-Close all resolved incidents, requests and other calls and make sure open incidents and requsts have correct status
-Take ownership of user problems and be proactive when dealing with user issues
-Access management
-User Administration on internal systems according to authorization matrix
-User Account management
-Server & Infrastructure Operations
-Handle alerts from existing and future system monitoring tools (e.g. CA NSM, TBH internal monitoring tool) for disk space limit exceeded/full, ports unavailable, servers unavailable, service or process unavailable, networks unavailable, batches failing etc
-Monitoralerts from database surveillance tools (tablespace limit, archive files general logs etc)
-Server Houskeeping, patching and cleanup scripts. Server log analysis and reporting.
-Diagnosis/restart of slow/hanging processes
-Backup monitoring
-Anti virus administration
-Database operations
-MS Sql - DB backup checks (fail, hanging, not completed within timeframe)
-Oracle DB backup checks (fail, hanging, not completed within timeframe)
-Database backup monitoring
-License administration
Functional Skills/Knowledge Areas:
-Support & Dispatch function
-Previous Helpdesk experience
-Excellent verbal and business writing manners
-Excellent troubleshooting skills and analytic attitude
-Experience of using trouble ticket software tools, preferably CA Unicenter ServiceDesk
-Good knowledge of End User Operating systems utilized by users, presently MS XP Professional
-User application general level of understanding
-Service oriented mind set
-Be very accurate and precise with strong punctuality in deliveries
-Proactive way of work
-Server & System operations
-Basic understanding of Microsoft software portfolio
-MS Server 2000/2003/2008
-MS Exchange
-MS Biztalk
-DNS, DHCP, Active Directory etc
-General application experience
-Backup tool knowledge, preferably Legato Networker
-Database operations
-Medium knowledge of MS SQL Server 7/2000/200x,
-Medium experience with Oracle 7.3/8i/9i/10g/11g
-Medium Linux and/or Unix knowledge
At times, organization decisions can affect the hiring speed of the position you applied for. So you need to remain positive and wait patiently for their decision. If you are shortlisted, the employer will update your application status at www.jobsnama.com, or contact you directly to arrange for an interview. Therefore, check your email regularly and make sure your contact details are up-to-date.
To Apply:
Application Deadline: 29-Aug-2010
Apply Online at:
http://careers.telenor.com.pk/Page/Detail/VacancyView.aspx?PositionID=3000308
or http://careers.telenor.com.pk/Page/Detail/Default.aspx
