Helpdesk Officer

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

Requirements:

Minimum 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.
• Understanding of server environments (Windows Server, VMware) at an operational level.
• Basic knowledge of clouds platforms (Microsoft Azure or similar) is a plus.

Behavioral Competencies:

• Strong customer service orientation with excellent verbal and written communication skills.
• Ability to work effectively under pressure and manage multiple concurrent incidents.
• High degree of attention to detail and commitment to accurate documentation.
• Team player with the ability to collaborate across IT sub-domains and business units.