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Helpdesk Officer

22 days ago 2026/10/28 ·Application closes in 102 days
Other Business Support Services
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Job description

Service Desk & User Support:
  • Serve as the first point of contact (Level 1) for all IT incidents and service requests via phone, email, ticketing system, or walk-in.
  • Log, categorize, prioritize, and track all incidents and service requests in the ITSM tool in accordance with IT service management procedures to support reporting and trend analysis.
  • Perform initial diagnosis and troubleshooting of hardware, software, operating system, and connectivity issues.
  • Ensure timely resolution or escalation of tickets in line with defined SLA targets.
  • Maintain detailed records of incidents, causes, and resolutions.
  • Escalate unresolved or complex incidents to Level 2/Level 3 support teams with thorough documentation.
  • Ensure end-users are kept informed of incident status and resolution timelines in line with SLA commitments.
  • Provide remote and on-site desktop support for end-user devices including PCs, laptops, printers, and peripherals.
Network Support (Level 1):
  • Provide first-line troubleshooting for LAN/WAN connectivity issues, VPN access, Wi-Fi, and network-dependent applications.
  • Assist in monitoring network performance using approved monitoring tools and report anomalies to the network team.
  • Support configuration of basic network equipment (switches, access points) under supervision of senior network engineers.
  • Verify network port assignments, IP address configurations (DHCP/static), and DNS resolution for end-user issues.
Cybersecurity Support (Level 1):
  • Act as the first responder for reported cybersecurity incidents including phishing attempts, malware alerts, and suspicious account activity.
  • Triage and document security incidents and escalate promptly to the Cybersecurity team via the Incident Response Plan.
  • Assist in enforcing endpoint security policies including antivirus updates, patch compliance, and device encryption.
  • Support user access management activities including account creation, password resets, and access provisioning/deprovisioning in Active Directory.
  • Promote cybersecurity awareness among end users and report policy violations through proper channels.
  • Conduct basic vulnerability checks and ensure endpoints are compliant with the organization’s security baseline.
Infrastructure Support (Level 1):
  • Provide operational support for servers, storage systems, virtual machines, and on-premises/cloud-based applications.
  • Monitor system health dashboards and alert the infrastructure team upon detection of failures or performance degradation.
  • Assist in routine Technology infrastructure tasks including data backup verification, asset management, and hardware deployment.
  • Support Technology asset lifecycle activities: procurement coordination, tagging, inventory tracking, and disposal per asset management policy.
  • Assist in the execution of approved change requests under the Change Management process.
Technology GRC Compliance:
  • Comply with all Technology Governance, Risk, and Compliance (GRC) policies, standards, and procedures applicable to the Service Desk function.
  • Maintain accurate and audit-ready records of all tickets, actions taken, and resolutions within the ITSM system.
  • Maintain accurate and up to date documentation, including Incident records, Resolution notes, Standard Operating Procedures (SOPs)
  • Adhere to ITIL-aligned processes for Incident Management, Problem Management, Change Management, and Service Request Management.
  • Support internal and external Technology audits by providing required documentation, evidence, and access logs.
  • Ensure all activities comply with applicable Omani cybersecurity and data protection regulations, including requirements from the Cyber Defense Center (CDC) and any sector-specific directives.
  • Participate in Technology risk assessments, business continuity exercises, and disaster recovery drills as required.
  • Report any identified technology risks, control gaps, or policy non-compliance to the Technology GRC function in a timely manner.
  • Support IT asset tracking and maintain accurate configuration information (CMDB, if applicable).
  • Assist with asset lifecycle activities, including Deployment and replacement, Basic maintenance, Asset disposal and retirement.
  • Ensure asset data accuracy for audit and compliance purposes
  • Contribute to the continuous improvement of Service Desk processes and overall user experience
  • Identify recurring issues and recommend process or system enhancements.
Continuous Improvement:
  • Ensure a working culture of continuous improvement through a process of quality assurance among the Port Control Officers.
  • Participate in the identification of opportunities for continuous improvement and sustainability of systems, processes and practices considering global best standards, productivity improvement and cost reduction

RequirementsMinimum Qualification:
  • Bachelor’s degree in information technology, Computer Science, Computer Engineering, or a related field Professional certification or training in Cybersecurity is highly preferred.
Minimum Experience & Knowledge & Skills:
  • Minimum 2 years of hands-on experience in a Technology Support / Helpdesk / Service Desk role.
  • Demonstrated experience troubleshooting Windows operating systems, Microsoft 365, and enterprise applications.
  • Exposure to networking fundamentals, cybersecurity practices, and Technology infrastructure environments.
  • Experience working within ITSM platforms (e.g., ServiceNow, Remedy, Jira Service Management, or equivalent).
  • Experience in a port, logistics, oil & gas, or critical infrastructure environment is advantageous.
Certifications (Required / Preferred):
  • CompTIA A+ (Required — or equivalent demonstrated competency)
  • ITIL Foundation v4 (Required)
  • CompTIA Network+ (Preferred)
  • CompTIA Security+ (Preferred)
  • Microsoft Certified: Modern Desktop Administrator Associate (Preferred)
  • ISO/IEC 27001 Foundation (Preferred)
Technical Skills:
  • Strong troubleshooting skills for hardware, software, network, and OS issues.
  • Proficiency in Active Directory user and group management.
  • Working knowledge of TCP/IP, DNS, DHCP, VPN, and LAN/WAN principles.
  • Familiarity with cybersecurity concepts: endpoint security, phishing, access control, and incident response.
This job post has been translated by AI and may contain minor differences or errors.
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