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.