Service Desk Engineer - 30 positions

Saudi Arabia

Job ID SNS-0094

Posted On
03-Jan-2017
(2345 days ago)

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.

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