IT Service Specialist Job Jeddah area,Saudi Arabia,IT/Tech

Job Description/Purpose of the job

Interact with internal ICT customers to provide quality first level ICT support such that all business systems meet their operational KPIs; maintain the log all action requests, including support of ICT equipment and end users, license tracking, PC maintenance & upgrades, ensuring that the service level for response to action requests is met.

Key Accountabilities

Problem Solving - Investigate and resolve network problems, Operating System issues and first level Applications errors on a priority basis; implement fixes such that problems do not continually re-occur; document fix approaches to ensure there is no reliance on a single person s knowledge. Maintain a complaint log on Service Desk Application and discuss it with the Line Manager on periodical basis with recommendations & proposed action plan for a permanent solution.

Request Log - Log all tickets based on calls, emails from ICT customers related to various ICT issues & services, in order to record all requests and action it on time by the assigned ICT personnel.

Task Follow up - Respond to calls, take task details, and distribute tasks, not resolved at first level of support, to ICT personnel, in order to follow up on the task status and have it completed on time.

ICT Inventory - Manage all ICT Hardware Inventory and warranty through IT Asset software that includes IN / OUT transfer formalities between HO to Branches, manage IT Store to ensure only authorized persons have access to stores for proper tracking of the hardware inventory. Monitor the stock of all consumables and prepare the request as per the requirement.

ERP, Salesforce Support - Act as first point of contact for Salesforce and ERP users. Resolve issues and fulfil requests up to the customer satisfaction level. Maintain master files and configuration of systems as per customer requirements.

Scheduled tasks, monitoring - Manage a number of scheduled tasks for customers, designed to ensure that customers systems remain operational. Monitor data integration operations between systems. Perform verification tests on information transferred between systems. Perform data integrity checks on backed up data.

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