Job Role: Service Desk Staff
Job Description
- * Provide Service Desk coverage during business hours.
- Receiving users' incidents and requests via multiple Communication Channels.
- Logging, categorizing, and prioritizing all tickets in the ITSM tool.
- Assist Users in resolving Incidents or service requests over the phone or other communication channels.
- Escalating incidents and service requests that cannot be resolved within agreed-on time limits to different support teams (L2).
- Creating Problem records if required.
- Closing resolved incidents, requests, and other tickets records.
- Manage tickets throughout its lifecycle until its resolution.
- Providing continuous updates to Knowledge Management Database.
- Providing continuous updates to Frequently Asked Questions (FAQ).
- Communicating with users to keep them informed of the progress of incidents/service requests statuses.
- Send Outage notification Information when requested.
- Identify VIP users and treat their requests to high priority.
- Conduct User Satisfaction Surveys.
- Review the results of the satisfaction survey and provide reports on the results.
- Carry out a plan to implement any suggestions that arise from the satisfaction survey.
- Provide necessary Service Desk reports (Summary of Incidents/ Service requests volume, Reports by incident category, Open Tickets v/s Closed Tickets, Tickets, SLAs and KPIs achievements, Reports on incidents/ Service Requests aging, etc.).
Requirements
- * University Degree in Computer, Information Technology, or equivalent.
- Must be ITIL Foundation Certified.
- Microsoft 365 Certified.
- At least 3 years of experience in hardware/software helpdesk services.
- Expert in supporting applications and systems and analyzing Business requirements related to applications and procedures.
- Good communications skills.
- Fluent in English and Arabic (English/Arabic).
Skills: slas,management database,manage tickets,itil foundation,tickets,itsm tool,kpis
