Application Support Helpdesk
2 weeks ago
Responsibilities
- Assistance to users on completing business interactions, via service requests or the multichannel support framework.
- Support and guidance on 'howto' questions for users on the usage of the client system
- Provide assistance on contacts and processes to be followed for on boarding of participant banks onto the client platform. This assistance will be primarily to provide guidance.
- Provide assistance for reporting requests to users.
- Level 1 assistance to client and triage to the specialist groups for additional information if required for further resolution.
- Sizing of the support services for business service desk is established based on the nature of services, the user base, the number of possible interactions and the coverage requirements.
- Key considerations to arrive at a support sizing includes:
Hours of operations:
Coverage of 24 hours a day for 7 days each week
Support Languages:
English & Arabic
Countries:
Up to 22 Arab Countries and more
Platform features:
RTS/X, SafeWatch, ServiceNow, SWIFT Alliance Gateway
Qualifications
- Experience with remote access tools, such as Remote Desktop, TeamViewer, or LogMeIn.
- Knowledge of ticketing and help desk software, such as Jira Service Desk, Zendesk, or ServiceNow.
- Excellent communication and problemsolving skills.
- Ability to work independently and manage priorities in a fastpaced environment.
- Bachelor's degree in computer science or related field preferred.
- Must be Arabic Speaker.
Application Question(s):
- We must fill this position urgently. Can you start immediately?
- Are you comfortable working in a remote setting?
- How many years of experience you have?
- Do you speak Arabic?
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