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.
Job Details
| Posted Date: |
2026-09-29 |
| Job Location: |
Jordan - Amman |
| Job Role: |
Information Technology |
Preferred Candidate
| Career Level: |
Entry Level |
| Nationality: |
Jordan |
| Degree: |
Bachelor's degree |
