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IT Service Management Specialist

3 months ago

Riyadh, Ar Riyāḑ, Saudi Arabia Alnafitha IT Full time
Service Desk Analyst Job Description

The Service Desk Analyst plays a crucial role in delivering exceptional customer service and technical support to our clients. As a key member of our Alnafitha IT team, you will be responsible for resolving primary incidents and requests related to application software, hardware products, and infrastructure constituents.

Your primary duties will include:

  1. Incident Management: Gather information through client conversations, log support requests, and collaborate with other support staff to resolve incidents efficiently.
  2. Problem Resolution: Troubleshoot and resolve complex cases, working closely with experts, vendors, and specialists to ensure timely resolution.
  3. Service Documentation: Manage and update service documentation, ensuring accuracy and relevance to our clients' needs.
  4. Technical Support: Provide technical assistance, including fine-tuning, installation, and configuration of current and new modules, as well as troubleshooting and resolving technical issues.
  5. Reporting and Integration: Create and customize reports, and integrate with our current and expected systems, ensuring seamless data exchange and analysis.

To succeed in this role, you will require:

Key Requirements:
  1. Certification: Bachelor's degree in Computer Science or equivalent, with ITIL Expert certification (must) and other relevant certifications (preferred).
  2. Technical Skills: 3+ years of experience in ManageEngine SD or similar technology, with a strong understanding of IT Service Management, ITIL functions, and technical skills in areas such as CMDB, Asset Management, IT networking, and virtualized technologies.

At Alnafitha IT, we value expertise, innovation, and collaboration. If you are a motivated and detail-oriented individual with a passion for delivering exceptional customer service and technical support, we encourage you to apply for this exciting opportunity.