Provide Service Desk coverage during business hours.
Receiving users' incidents and requests via multiple Communication Channels.
Logging, categorizing, and prioritizing all tickets in the ITSM tool.
Assist Users in resolving Incidents or service requests over the phone or othercommunication channels.
Escalating incidents and service requests that cannot be resolved within agreed-on timelimits to different support teams (L2).
Creating Problem records if required.
Closing resolved incidents, requests, and other tickets records.
Manage tickets throughout its lifecycle until its resolution.
Providing continuous updates to Knowledge Management Database.
Providing continuous updates to Frequently Asked Questions (FAQ).
Communicating with users to keep them informed of the progress of incidents/servicerequests statuses.
Send Outage notification Information when requested.
Identify VIP users and treat their requests to high priority.
Conduct User Satisfaction Surveys.
Review the results of the satisfaction survey and provide reports on the results.
Carry out a plan to implement any suggestions that arise from the satisfaction survey.
Provide necessary Service Desk reports (Summary of Incidents/ Service requests volume,Reports by incident category, Open Tickets v/s Closed Tickets, Tickets, SLAs and KPIsachievements, Reports on incidents/ Service Requests aging, etc.).
Requirements
University Degree in Computer, Information Technology, or equivalent.
Must be ITIL Foundation Certified.
Microsoft 365 Certified.
At least 3 years of experience in hardware/software helpdesk services.
Expert in supporting applications and systems and analyzing Business requirementsrelated to applications and procedures.
Good communications skills.
Fluent in English and Arabic (English/Arabic).
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