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Senior Service Desk Specialist

Keywords / Skills : Service Desk, IT service desk, service request, Incident Management, Troubleshoot, Software Applications, Hardware, software, networking

3 - 10 years
Posted: 2019-09-04

Saudi Arabia
IT/Computers - Hardware & Networking
IT/Computers - Software
Other Software/Hardware/EDP
High School or Equivalent
Posted On
4th Sep 2019
Job Ref code
Job Description
Duties and Responsibility

- Responsible for providing Level (1) support for all software applications and IT hardware used by customer service teams mainly (MS IIS, IBM WAS & IBM Middleware)

- Log, track and resolve Service Requests, Change Requests and Incident and Problem tickets via the group’s Microsoft Service Desk

- Provides technical support to all incidents received via users in person, phone, email and tickets; responds to all user requests promptly and follows-up as necessary to ensure satisfactory resolution of user’s IT support request

- Respond to support requests and communicate with end users throughout the support lifecycle Troubleshoots application performance issues, and may recommend upgrades, patches and new applications and equipment

- Responsible for the set up and installation of software for new users including assigning application access, ensuring that appropriate security and system configurations are compliant with company standards

- May coordinate activities in support of user training and assistance requests for all programs; may provide basic training to new system users on use of equipment and applications

- Recommends new or alternative approaches to providing technical support to ensure that user assistance is being provided promptly and in the most effective and efficient manner

- Keeps Manager, IT informed of schedules, priorities and problems
Additional Requirements:

Saudi Nationality

- Hold a university degree or college diploma in computer science;

- Excellent knowledge of systems and hardware, database software applications and networking systems and procedures

- Have at least Five years of professional experience in a similar position;

- Have significant experience in customer service with a customer-focused approach;

- Able to prioritize, work under pressure, collaborate and adapt to change

About Company

CC Staffing
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