Service Desk Staff

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 timelimits 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 KPIsachievements, 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).