Trainee - IT (COOP & Tamheer)

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