الوصف الوظيفي
Job Purpose
To ensure that users and IT problems in stores has been solved as a first line of contact through using a knowledge base tool to resolve first tier requests as per the predefined MTTR, or redirect it to the proper team on various software applications, hardware and network to provide the highest level of customer service.
Functional Accountabilities:
To provides clients first-line support and technical issues by troubleshooting, identifying and correcting or advising on operation issues in IT System, on site, by phone or remotely in order to resolve all incidents promptly
To categorize the level of issue severity on the service desk system by analyzing tickets, and communicate with ends users to resolute resolvable tickets and reassign unresolved tickets to the Supervisor and/or the relevant team
To provide guidance and coaching to clients on how to deal with their most commonly recurring problems through 1 to 1 sessions to improve their IT literacy
To perform regular health check on IT hardware & software by periodic visits and checklists to proactively manage repairs
To perform regular inventory for deployed machines and stock items in HQ and DCs to ensure accurate assets are recorded in the system
To perform scheduled hardware refreshment for HQ by coordinating with clients to achieve smooth laptop and desktop change
To deliver excellent customer service through following standard ITIL help desk procedures, following SLA and IT policies to ensure all help desk interactions are logged in service management system
المهارات
Education
Bachelor degree or diploma with computer knowledge
Experience, Skills & Competencies
Fresh Graduates or 1-2 years of IT experience
Preferred Technical Certifications (ITIL, MCSE, etc...)
The ability to support users, analyze requirements
Network knowledge, service Management and Operating System basic knowledge
oral and written communication skills in both Arabic and English
Customer Service Orientation
Knowledge of relevant service management applications
تفاصيل الوظيفة
منطقة الوظيفة بريدة, المملكة العربية السعودية
قطاع الشركة --
طبيعة عمل الشركة صاحب عمل (القطاع الخاص)
الدور الوظيفي --
نوع التوظيف دوام كامل
الراتب الشهري غير محدد
عدد الوظائف الشاغرة 1
المرشح المفضل
المستوى المهني مبتدئ الخبرة
https://www.bayt.com/ar/saudi-arabia/jobs/service-desk-analyst-4426513/
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