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Service Desk Engineer - 30 positions

Saudi Arabia

Job ID SNS-0094

Posted On
03-Jan-2017

Job type
Contract

Sector
Telecommunication

  • Receiving, logging and managing issues and queries from organization users via telephone (and/or) email (and/or) chats.
  • Provided First Level support to end-users with IT related problems from in-house software to hardware, such as Laptops, PCs and Printers.
  • Troubleshoot basic network issues.
  • Monitor the IT Infrastructure with various monitoring tools.
  • Take ownership of user problems and follow up the status of problems on behalf of the user and communicate progress in a timely manner.
  • Call and ticket handling take ownership of the incident on behalf of the Authorized User
  • Collect information and data relating to the incident being reported.
  • Assess the urgency and impact of the incident and allocate the appropriate priority. For high priority incidents (P1 & P2) bring to the attention of the Service Desk Team Leader who will confirm Priority and escalate as appropriate.
  • Perform initial diagnosis to resolve the call first time if possible, or to establish which resolver group to assign the incident to maintain a high degree of customer service for all support queries and adhere to all service management principles.
  • Contribute in training & orienting new joiners.
  • Raise Tickets in ticketing tool for all incidents; assign those which cannot be resolved remotely to respective application support group/Third Party or local IT support.
  • Actively manage tickets in resolver group queues according to SLAs. (e.g. ageing analysis etc.)
  • Refer to, review and if required update the Knowledge Database.
  • Closure of tickets as per the agreed confirmation process with users.
  • Excellent speaking and writing skills in English with a neutral accent.
  • Knowledge of IT applications, systems and networks.
  • Should be flexible working in 24/7 shifts.