Service Desk Analyst
2 weeks ago
Riyadh, Saudi Arabia
- Tech Hiring
- 3122634
**Job Description**:
**Job summary**:
- Responsibilities:_
- Manage and monitor problem ticket trends.
- Maintain and monitor incident records within the tracking system and provide assistance in their resolution when reviewing incident records.
- Provide notifications to responsible managers/account managers of high-priority problems, critical status changes, and client complaints.
- Document customer requests in the tracking system and record action taken and follow up on deferred actions.
- Provide notifications to responsible managers/account managers of high-priority problems, critical status changes, and client complaints. Provide notifications to responsible managers/account managers of high-priority problems, critical status changes, and client complaints.
- Analyze, resolve, track, escalate, and accurately document various technical problems.
- Keep management appropriately informed of progress and issues.
- Proactively identify areas for improvement in process and regularly assess documentation and reports for accuracy and improvement.
- Provide direct technical support to technical support staff in partner IT units.
- Follow standard operating procedures and guidelines about all work performed.
- Participate in regular team meetings and training sessions.
- Work with the Service Desk management to ensure smooth communication and escalation flow during major outages.
- Escalate Tier 3 problems to appropriate support groups through the incident-tracking system and according to the department problem resolutions process.
- Requirements_:
- Computer Engineering Graduate with minimum 5+ Yrs experience in the Service desk or Remote Technical support role
- Should have strong customer service, telephone skills, and analytical skills.
- Working knowledge in major desktop operating systems and major network operating systems.
- Strong troubleshooting skills.
- Ability to work under pressure.
- Experience with basic end-user administration, including network and general account maintenance.
- Good oral and written communication skills in Arabic & English
- Good knowledge on the ITIL process & ITIL certified will be preferred.
- Service Desk Management
We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, caste, creed, religion, gender, marital status, age, ethnic and national origin, gender identity, gender expression, sexual orientation, political orientation, disability status, protected veteran status, or any other characteristic protected by law.
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