IT Officer

1 month ago

Riyadh, Ar Riyāḑ, Saudi Arabia Shafaq International Trading Full time
Job Summary
  • Provide 1st line (telephone support) and 2nd line (desk side support) for incident resolution.
  • Record all requests for assistance in the Assist call logging system, using the most appropriate source to resolve incidents. Seek assistance from colleagues where appropriate.
  • Ensure all calls are responded to within a timely manner and within the agreed OLAs.
  • Pass calls to 3rd line support teams (eg Networks, Email, Web, Server) if cannot be resolved first line.
  • Ensure that customers are kept informed of events relating to their call.
  • Monitor calls when passed to 3rd line teams.
  • Build and maintain good customer relationships.
  • Develop a detailed understanding of the business and departments that you support.
  • Complete tasks and other assigned work to agreed deadlines.
Job Requirement
  • Relevant experience in the provision of support for the Microsoft suite of applications. Sound experience in the support of PC's and peripherals.
  • Customer service experience.
  • Fluent Arabic speaker (both in written and oral format)
  • Excellent telephone manner.
  • Ability to work well under pressure.
  • Excellent communication skills.
  • Flexible, customer focused approach to service delivery.
  • An enthusiasm for learning about current and new technologies.
  • To meet specific, agreed metrics and maintain these.
  • A good team player and willing to share skills and experience with others.

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