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Job Description
About the job
Duties & Responsibilities:
- Serve as the first point of contact for employees requiring IT support through approved service channels.
- Receive, log, categorize, prioritize, and track incidents and service requests through the IT Service Management system.
- Diagnose and resolve common hardware, software, operating system, application, printing, network, connectivity, and peripheral issues.
- Provide remote and onsite technical support when required.
- Maintain accurate records of reported issues, troubleshooting activities, resolutions, and ticket closures.
- Monitor assigned tickets and ensure they are progressed and resolved within agreed SLAs.
- Maintain ownership of incidents until resolution or formal transfer to the appropriate technical team.
- Assess incidents based on business impact and urgency and assign the appropriate priority.
- Escalate unresolved or complex issues to the relevant technical teams.
- Identify recurring incidents and report potential problems to Service Desk management.
- Communicate with users professionally and maintain a customer-focused approach.
- Comply with IT security policies, procedures, and access-control requirements.
- Coordinate with other IT teams and external vendors when required.
Skills
- Strong troubleshooting and problem-solving skills.
- Customer-service orientation.
- Good verbal and written communication skills.
- Ability to manage priorities and work within defined service levels.
- Teamwork and collaboration.
- Time-management and organizational skills.
- Ability to provide technical support remotely and onsite.
- Good understanding of computer hardware, software, operating systems, and basic networking.
Education
Computer Science, Computer Engineering, Information Technology, or a related field.
Job Details
Preferred Candidate
Royal Jordanian Airlines
The National Carrier and Jordan's Ambassador to the World “I want our national carrier to be the ambassador of goodwill and the bridge across which we exchange culture, civilization, trade, technology, friendship and better understanding with the rest of the world. ”King Hussein Bin Talal, 1963Growth in Size and Reputation Royal Jordanian’s role as Jordan’s national carrier has now long been established since 1963. Now under the guidance of His Majesty King Abdullah II, we have ascended from humble beginnings with three aircraft and four regional destinations, to become one of the elite members of a global alliance, a fleet comprising more than 30 aircraft, and a destination network of 60 global stops. Not only have we grown in size, our reputation has been cemented in the public eye through our full membership in oneworld since 2007.Centrally Located Strategically located in Amman, Royal Jordanian's central hub provides the ideal location through which Europe, Asia, Africa, and anywhere in the Middle East can be easily reached. Our Amman City Terminal at 7th Circle provides a central locale for sales and early boarding services. We are proud to fly in and out of our main airport, Queen Alia International Airport (QAIA), conveniently situated just outside the city. A Family of Services In order to ensure quality in all areas of service and operations, RJ owns shares in a number of sister companies related to providing the utmost in air travel services.