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 time limits 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 KPIs achievements, 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).