Trainee - IT (COOP & Tamheer)

2 weeks ago

Jeddah, Makkah Province, Saudi Arabia BUPA Arabia Full time

Role Purpose:

This role will provide a comprehensive learning experience, allowing you to develop your technical skills, understand IT infrastructure, and support critical business operations.

Key Accountabilities:

1- Technical Support:

  • Assist in providing first-level technical support to end-users for hardware, software, and network issues.

2- System Maintenance:

  • Participate in the installation, configuration, and maintenance of IT systems, including desktops, laptops, printers, and servers.

3- Network Management:

  • Assist with monitoring and maintaining network infrastructure, ensuring connectivity and security.

4- Software Development:

  • Contribute to the development, testing, and deployment of in-house software applications and scripts.

5- Documentation:

  • Maintain accurate documentation of IT procedures, configurations, and support requests.

6- Project Participation:

  • Collaborate with IT staff on various projects, gaining exposure to project management and execution.

7- Service Desk process;

  • Answer inbound calls to the IT Service hotline within agreed KPI
  • Log and create service desk ticket for issues and fulfillment and ensure ticket are assigned and categorized properly
  • Escalate support ticket to L2 support on time
  • Follow up escalated ticket and update user on status until closure
  • Document resolution before ticket closure to buld the knowledge database
  • Analyze service desk queue for trends and notify IT Support team leader as required
  • Update the knowledge database for new resolutions discovered

8- End user support;

  • Troubleshoot user issues over the phone or personally meeting with the users to resolve issues reported.
  • Install an configure application as requested by users for business needs
  • Modify and fine tune hardware setup to meet user requirements on performance and stability
  • Monitor and maintain user system to ensure performance is optimal
  • Apply patches and fixes as recommended by software and hardware vendor
  • Install, configure and support printers, scanners and other IT related devices.
  • Transfer user stations as required by departmental managers

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