Service Management

2 weeks ago


Riyadh, Ar Riyāḑ, Saudi Arabia Bupa Arabia Full time
Answer inbound calls to the IT Service hotline within agreed KPI

  • Log and create service desk ticket for issues and fulfillment and ensure ticket are assigned and categorized properly
  • Escalate support ticket to L2 support on time
  • Follow up escalated ticket and update user on status until closure
  • Document resolution before ticket closure to buld the knowledge database
  • Analyze service desk queue for trends and notify IT Support team leader as required
- |Update the knowledge database for new resolutions discovered

  • Troubleshoot user issues over the phone or personally meeting with the users to resolve issues reported.
  • Modify and fine tune hardware setup to meet user requirements on peformance and stability
  • Monitor and maintain user system to ensure performance is optimal
  • Install, configure and support printers, scanners and other IT related devices.
  • Transfer user stations as required by departmental managers
  • Assemble, install and configure user desktops and laptops
  • Assemble, install and configure printers, scanners and other IT related devices.
  • Log configuration item details to the Configuration Management Database (CMDB) and ensure all changes in the item level is updated in the CMDB
  • Ensure backup system is executed as per daily schedule
  • Perform Caesar backup restoration as per daily schedule
  • Escalate batch process issues to the development team on time and follow up resolution until closure.
  • Perform assigned daily health checks and escalate issues found to the Network and Systems team

Skills:

  • Experience in desktop support
  • Experince in hardware and software configuration.
  • Experience in Service Desk process
  • Knowledge in networking fundamentals and essentials

Education:

Bachelor's degree in computer science, IT and related field

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