Service Management

1 week ago

Riyadh, Saudi Arabia Bupa Arabia Full time

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 buld 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.
- Modify and fine tune hardware setup to meet user requirements on peformance and stability
- Monitor and maintain user system to ensure performance is optimal
- 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.
- Log configuration item details to the Configuration Management Database (CMDB) and ensure all changes in the item level is updated in the CMDB
- 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

**Education**:
Bachelor's degree in Information Technology, Information System or Computer Since or related field

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