Service Desk Technician
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الوصف الوظيفي Provides direct operational support and service in a help/ front-desk services environment. Handling customer queries and providing customer assistance in a 1st level support environment. Identifying and escalating issues to the appropriate 2nd line support areas and following up to ensure prompt closure. Scope of Work Technical/Operational • Respond to customer requests for service desk support issues via telephone, email and walk-ups. Support on-site and remote users. • Provides accurate solutions to user problems. • Assist in the resolution of user and support issues to ensure timely distribution of knowledge and positive impact on user satisfaction. • Researches and resolves issues in a timely manner in accordance with standards. • Escalate problems to team lead or 2nd line support based on established guidelines and • procedures. • Track unresolved queries. • Ensure compliance with established IT control policies. • Set up new users and reset passwords. • Review, update, and maintain Service Desk Web pages • 24/7 technical support on a shift pattern. Reporting • Identify and informs administrative and security and issues at the Service Desk Services and inform Service Desk Senior Team Lead. • Maintain a log of issues raised in the maintenance reviews, track and ensure follow-up and remediation actions. • Administrative • May guide and allocate work to one or more employees in 2nd line support on a task-by-task basis. • perform other applicable tasks and duties assigned within the realm of the employee’s knowledge, skills and abilities in the field of his/her position” and this is included to discourage possible arguments when an employee may consider an issue to “not be in his/her responsibility. المهارات Technical Skills • Understands and uses appropriate methods, tools and applications. • Demonstrates a rational and organized approach to work. • Is aware of health and safety issues. • Uses minor discretion in resolving problems or enquiries. • Absorbs technical information when it is presented systematically and applies it effectively. Non-Technical Skills or Attributes • Identifies and negotiates own development opportunities. • Has sufficient communication skills for effective dialogue with colleagues. • Is able to work in a team. Qualifications • Bachelor’s degree in IT or related discipline. Experience • Two years of experience as IT Service Desk Agent • Experience with Windows OS, Active Directory, Linux, general networking, Cellular, Wi-Fi, telephony and general technical troubleshooting. تفاصيل الوظيفة https://www.bayt.com/ar/saudi-arabia/jobs/service-desk-technician-4377244/ |
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