Service Desk Analyst.Store Support Services - East

Summary:
The Service Desk Analyst for Store Support Services - East provides first-line support to clients for technical issues in IT systems, either on-site, by phone, or remotely. They troubleshoot, identify, correct, or advise on operational issues to ensure prompt resolution of all incidents.

Job Responsibility:
- Provide first-line technical support to clients by troubleshooting and resolving IT system issues.
- Categorize issue severity levels on the service desk system and communicate with end users to resolve tickets promptly.
- Offer guidance and coaching to clients on how to address recurring problems and improve their IT literacy.
- Conduct regular health checks on IT hardware and software through periodic visits and checklists.
- Perform inventory checks for deployed machines and stock items in HQ and DCs to ensure accurate asset records.
- Coordinate hardware refreshment for HQ by smoothly managing laptop and desktop changes.
- Deliver excellent customer service by following standard ITIL help desk procedures, SLAs, and IT policies and logging all interactions in the service management system.

Candidate Requirements:
- Ability to support users and analyze requirements.
- Knowledge of networks, service management, and basic operating systems.
- Strong oral and written communication skills in Arabic and English.
- Customer service orientation.
- Familiarity with relevant service management applications.

Strong technical skills to troubleshoot and resolve software and hardware issues.
2. Excellent customer service skills to assist store employees with IT-related inquiries or concerns.
3. Knowledge of ticketing systems to log and track support requests efficiently.
4. Ability to prioritize and manage multiple tasks effectively.
5. Good communication skills to explain technical information clearly to non-technical users.
6. Problem-solving abilities to identify root causes of issues and provide timely solutions.
7. Attention to detail to ensure accurate documentation of technical procedures and solutions.
8. Familiarity with ITIL framework and best practices in IT service management.