Service Desk Administrator-IT support Specialist:

Title: Service Desk Administrator-IT support Specialist
Experience: 1 to 4
Job Type: Full Time
Employment Type: Permanent
Job Status: Hot
Country: Saudi Arabia
City: Riyadh

Job Description & Role:
Manage and receive service requests, log incidents, provide basic troubleshooting support and ensure that adequate provisioning of support is provided by routing incidents to appropriate resolver group

Duties and Responsibility
• Conduct service desk day-to-day activities and assure effective provisioning of technical and non-technical support.
• Collect and manage IT customer’s feedback, complaints and satisfaction levels.
• Resolve basic troubleshooting incidents (L1 tickets).
• Reroute IT incidents that require further escalation to the appropriate resolver group.
• Cater to IT user requests received through official service desk channels (i.e. service desk hotline, email, self-service tool, others).
• Update and log of user queries and requests coming through the contact center.
• Regularly analyze use query logs to identify common trends and repeated requests, and prepare a self-help documents, manuals and scripts to ensure
resolutions for these solutions may be addressed whenever possible.

• SAUDI Nationals Required

Key Skills:
- Technical Support
- Troubleshooting
- customer care
- helpdesk
- Service Maintenance

Additional Requirements:
• Bachelors degree in Computer Science, Engineering, MIS or related field from an accredited reputable institution is required
• 3+ years’ experience in customer care or a similar role
• ITIL foundation certificate is a must
• Experience in troubleshooting and managing service desk
• Solid understanding of key IT and digital technologies which will enable a clear understanding of problems and technical dependencies
• Ability to translate business needs into high level IT requirements