Technical Service Desk- Presidents Office
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3-5years
Monthly Salary
Not Disclosed
Salary Not Disclosed
Vacancy
1 Vacancy
Job Description
Job Description: Technical Service Desk Specialist
Serve as the first point of contact for endusers seeking technical assistance for computerrelated issues.
Respond to queries run diagnostic programs isolate issues and determine and implement solutions.
Log track and manage incidents and problems using ITSM tools (BMC Remedy).
Proactively identify and resolve desktoprelated incidents remotely.
Understand and adhere to the principles of ITSM particularly incident and problem management.
Collaborate with internal teams to ensure prompt resolution of service interruptions and manage escalations appropriately.
Maintain an understanding of AD (Active Directory) server infrastructures and network fundamentals to assist in troubleshooting.
Utilize Service Management Tool sets effectively to manage and report on incidents.
Ensure the accurate documentation and management of configuration items using Configuration Management tools.
Analyse service desk metrics prepare comprehensive reports and make informed recommendations to improve service efficiency and user satisfaction.
Requirements
Minimum of 4 years of technical experience in IT support or related fields.
Advanced English and Arabic(preferred) knowledge both written and verbal.
Hands on experience with BMC Remedy.
Extensive experience in providing remote technical support and managing desktoprelated incidents.
Familiarity with ITSM principles particularly incident and problem management.
Good knowledge of AD servers and network technologies.
Handson experience with Service Management tools.
Demonstrated knowledge in configuration management.
ITIL v3 Foundation Exam Certificate (or higher) is preferred.
Advanced English and Arabic(preferred) knowledge both written and verbal.
Proven analytical skills with a history of using data to make informed decisions and recommendations.
Problemsolving skills and a customerfocused attitude.
Ability to work in a fastpaced dynamic environment and adapt to shifting priorities.
Minimum of 4+ years of technical experience in IT support or related fields. Advanced English and Arabic(preferred) knowledge, both written and verbal. Hands on experience with BMC Remedy. Extensive experience in providing remote technical support and managing desktop-related incidents. Familiarity with ITSM principles, particularly incident and problem management. Good knowledge of AD, servers, and network technologies. Hands-on experience with Service Management tools. Demonstrated knowledge in configuration management. ITIL v3 Foundation Exam Certificate (or higher) is preferred. Advanced English and Arabic(preferred) knowledge, both written and verbal. Proven analytical skills with a history of using data to make informed decisions and recommendations. Problem-solving skills and a customer-focused attitude. Ability to work in a fast-paced, dynamic environment and adapt to shifting priorities.
Employment Type
Full Time
