Tamheer – Service Management
6 days ago
Tamheer – Service Management
Job Description
- 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 build 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
- Install and configure applications as requested by users for business needs
- Modify and fine-tune hardware setup to meet user requirements on performance and stability
- Monitor and maintain user systems to ensure performance is optimal
- Apply patches and fixes as recommended by software and hardware vendors
- 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
- Apply virus protection system and setup disk encryption for desktops and laptops before handing over to business users
- Log configuration item details to the Configuration Management Database (CMDB) and ensure all changes at the item level are updated in the CMDB
- Run daily night batch process for Caesar application
- 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
- Experience in hardware and software configuration
- Experience in Service Desk process
- Knowledge in networking fundamentals and essentials
Job Location: Riyadh, Saudi Arabia
Job Role: Information Technology
Years of Experience: Min: 0 Max: 1
Job RequirementsNo specific requirements listed.
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