Service Desk Technician

Job Category:

Naizak Global Engineering Systems

Service Desk Technician Jobs in Saudi Arabia

Position Summary

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

Competencies

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 skill 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.

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