Service Desk Technician

الوصف الوظيفي

The Service Desk Technician’s role is to ensure proper computer operation so that end users can accomplish business tasks. This includes receiving, prioritizing, documenting, and actively resolving end-user help requests and escalating incidents when considered appropriate and necessary to maintain SLA expectations. Problem resolution may involve the use of diagnostic and help request tracking tools, as well as requiring that the individual give in-person, hands-on help at the desktop level.

Responsibilities

Acquisition & Deployment

· Deploy pre-packaged software using distribution tools and processes as requested by end users.

Operational Management

· Provide first contact support of incoming requests to the service desk via telephone, web portal, email, and chat to ensure courteous, timely, and effective resolution of end-user issues.

· Build rapport and elicit problem details from service desk customers.

· Prioritize incidents and service requests according to defined processes to meet defined SLAs.

· Help in assigning a technician/group to a request/incident whenever asked.

· Escalate incidents with accurate documentation to suitable technician, when required.

· Record, track, and document the service desk incident-solving process, including all successful and unsuccessful decisions made and actions taken, through to final resolution.

· Use remote tools and diagnostic utilities to aid in troubleshooting.

· Research solutions through internal and external knowledgebase as needed.

· Identify and learn appropriate software and hardware used and supported by the organization.

· Perform hands-on fixes at the desktop level when remote tools are not appropriate, including hardware repairs, delivery of peripherals, or other fixes as determined.

· Test fixes to ensure an incident has been adequately resolved.

· Develop help sheets and FAQ lists for end users.

· Contribute to technician knowledgebase as needed

· Reinforce SLAs to manage end-user expectations.

· Provide suggestions for continual improvement.

المهارات
Formal Education & Certification

-College diploma or university degree in the field of computer science and 2 years work experience.

-Certification in Microsoft OS and Office components is preferable.

Knowledge & Experience

· Knowledge of computer hardware.

· Experience with desktop and server operating systems, specifically Windows.

· Extensive application support experience with Microsoft Office365, Active Directory. Azure, Citrix VDI management, SharePoint, SCCM, AV ”Sophos Endpoint” Management, Technical Certification on the mentioned products are additional.

· Helpdesk Software – SolarWinds service desk or any of other similar helpdesk management software like Manage engine etc.

· Familiarity with the fundamental principles of ITIL.

· Written and oral communication skills.

· Interpersonal skills, with a focus on rapport building, listening, and questioning skills.

· Strong documentation skills.

· Fluent English and/or Arabic language skills.

Personal Attributes

· Ability to absorb and retain information quickly.

· Ability to present ideas in user-friendly language.

· Highly self-motivated and directed.

· Keen attention to detail.

· Proven analytical and problem-solving abilities.

· Ability to effectively prioritize and execute tasks in a high-pressure environment.

· Exceptional customer service orientation.

· Experience working in a team-oriented, collaborative environment.

تفاصيل الوظيفة
منطقة الوظيفة الكويت, الكويت
قطاع الشركة السلع الاستهلاكية سريعة التداول
طبيعة عمل الشركة صاحب عمل (القطاع الخاص)
نوع التوظيف غير محدد
الراتب الشهري غير محدد
عدد الوظائف الشاغرة غير محدد
المرشح المفضل
المستوى المهني متوسط الخبرة
عدد سنوات الخبرة الحد الأدنى: 2
منطقة الإقامة الكويت
الشهادة دبلوم

https://www.bayt.com/ar/kuwait/jobs/service-desk-technician-4488150/