Posted Aug 20, 2019
The IT Service Desk Analyst will provide first and second line technical support to internal staff. The successful candidate will require an aptitude for working with applications/systems to undertake analysis, diagnosis and resolution of staff problems, which may range from straightforward to more complicated technical issues.
Act as a single point of contact for phone calls and emails from staff regarding IT issues and queries
To work under pressure to provide support to all 9 properties in terms of Service Desk.
Receiving, logging and managing calls from internal staff via telephone and email
Maintaining an Asset Database and track changes
1st and 2nd line support - troubleshooting of IT related problems from in-house software to hardware, such as Laptops, PCs and Printers
Troubleshoot basic network issues such as Internet and LAN issues Escalate unresolved calls to the infrastructure support team
Log all calls in the Service Desk Monitoring System.
Take ownership of user problems and follow up the status of problems on behalf of the user and communicate progress in a timely manner
To maintain a high degree of customer service for all support queries and adhere to all service management principles
Provide basic in-house training in MS Office applications used within the Association (Word, Excel, Outlook, PowerPoint)
Provide stats for the weekly Service Desk report on call trends
Publishing support documentation to assist staff with requests for information & provide staff training if required
Basic Active Directory knowledge. Creating user accounts, reset passwords, create groups etc.
To arrange for external technical support where problems cannot be resolved in house
Job Details
Hashoo Hotels
Established in 1960 by a young and enterprising Mr. Sadruddin Hashwani, the Hashoo group initially operated as a trading enterprise. Through its founder's vision, strategic direction and unwavering commitment, the Hashoo Group has emerged as Pakistan's premium conglomerate with a diversified international business portfolio. From its humble origins in cotton trading, the Hashoo Group business interests today span the globe and encompass hospitality, oil and gas exploration and production, information technology, investment, minerals, ceramics pharmaceuticals, travel and tourism, real estate and commodity trading business. The Hashoo Group of companies has in its fold, as owner and operators, the Pearl Continental Hotels and Marriott Hotels brands with presence in all major cities of Pakistan and Ocean Pakistan Limited, a prestigious Oil and Gas exploration and production company.
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