IT Helpdesk Specialist

POSITION SNAPSHOT
Location: Head Office / Tehran / Iran
Full-time

POSITION SUMMARY
The IT Help Desk Specialist is responsible for researching, diagnosing, resolving problems, and supporting the day-to-day first level of Windows, workstations, printers, etc., according to the agreed SLA and responsibility definitions between LGO and the user community.

A DAY IN THE LIFE …
The tasks include, but are not limited to:
• Install desktop, laptop, tablet, printers, and other required infrastructure components, and perform upgrades and replacements whenever necessary.
• Help users and execute and maintain user administration processes and procedures for local markets supported by the customer care unit; this includes AD administration functions.
• Resolve all LGO user access-related problem tickets within SLA timeframes and GLOBE standards.
• Manage incidents and assets in the IT infrastructure area, and ensure that they are properly escalated to the GC.
• Coordinate with LGO customer care and GC support teams in resolving IT infrastructure issues in their market (e.g., server and workstation operations) across all sites in the markets/region.
• Support Microsoft and non-Microsoft software in the sites of Iran.
• Respond to access-related security issues by providing relevant information and sending relevant KPI reports.
• Implement and administer compliance and security SOPs for the site responsibilities.
• IT asset management.
• Participate in local IT infrastructure projects in the market.
• Maintain customer focus: ensure an understanding of business needs and priorities.

The contract for this position will be with another company. Please only apply if you have no problem having external contact (not with Nestle).

What will make you successful?

Technical/Functional:
• Skills in the required technology area.
• Strong problem-solving and analytical skills.
• Communication skills.
• Ability to work in a team.
• Ability to work under pressure.
• Full understanding of Windows 10/11.
• Understanding of network cabling.

Experience:
• 2 years of experience in one or more of the required technology specializations and/or suitable tertiary qualifications in information technology.

Qualifications:
• Relevant degree or equivalent.
• MCSA Certificate.
• CCNA Certificate.

Knowledge:
• Knowledge of English.