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Service Desk Administrator-IT support Specialist

Client of CC Staffing International Ltd

Posted on November 20, 2019

3 - 4 years Riyadh - Saudi Arabia

Any Graduation. Any Nationality

Opening 01

Job Description

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Job Description & Role:
Manage and receive service requests, log incidents, provide basic troubleshooting support and ensure that adequate provisioning of support is provided by routing incidents to appropriate resolver group
Duties and Responsibility
Conduct service desk day-to-day activities and assure effective provisioning of technical and non-technical support.
Collect and manage IT customer s feedback, complaints and satisfaction levels.
Resolve basic troubleshooting incidents (L1 tickets).
Reroute IT incidents that require further escalation to the appropriate resolver group.
Cater to IT user requests received through official service desk channels (i.e. service desk hotline, email, self-service tool, others).
Update and log of user queries and requests coming through the contact center.
Regularly analyze use query logs to identify common trends and repeated requests, and prepare a self-help documents, manuals and scripts to ensure
resolutions for these solutions may be addressed whenever possible.
Key Skills:
- Technical Support
- customer care
- Service Maintenance
- Troubleshooting
- helpdesk
Additional Requirements:
Bachelors degree in Computer Science, Engineering, MIS or related field from an accredited reputable institution is required
3+ years experience in customer care or a similar role
Experience in troubleshooting and managing service desk
Solid understanding of key IT and digital technologies which will enable a clear understanding of problems and technical dependencies
Ability to translate business needs into high level IT requirements


IT Software

Desired Candidate Profile

Key Skills:
- Technical Support
- customer care
- Service Maintenance
- Troubleshooting
- helpdesk

Keywords

Service Desk Administrator-IT support Specialist

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Client of CC Staffing International Ltd


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