Service Desk Analyst - Central

Job Purpose:

To ensure that users and computers problems in HQ and DC 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.

Job Responsibilities:

• 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 session 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

Education:

Bachelor’s 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

Computer Sciences OR Information Technology