Service Desk Analyst
3 weeks ago
Job Description - Service Desk Analyst - ISE (00126561)
Job Number:00126561
Grade: 7
Location: Riyadh
Advert closing: 22/04/2025
Responsibilities- Communicate with customers of the service desk/help desk effectively, empathetically, courteously, and in a timely manner, in relation to incidents and service requests relevant to them, efficiently use the telephone set or other means of communication.
- Understand computerized data entry systems and use these systems to track activities.
- Accurately validate, categorise, prioritise, and assign incoming incidents and service requests in line with procedures.
- Apply technical knowledge/experience to understand, document, and begin customer resolution process.
- Carry out first call fixes.
- Refer or escalate unfulfilled service requests and unclosed incidents in line with procedures.
- Record incidents that fixes are not documented for at the service desk.
- Strictly comply with the agreed SLAs.
- Make a successful contribution to ISE projects and services, applying ISE's standard processes.
- Demonstrably adhere to the processes such that exist and assist in ISE achieving and maintaining industry level accreditation and maximising customer satisfaction.
- Complete development activities identified in approved development plan.
- Support the generation of incident reports and call logs.
- No previous experience is required.
- Must have a passion to learn and experience new role.
- Basic computer knowledge in Windows applications.
- Fluency in English is preferred.
- High School is required; IT Diploma is preferred.
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