Senior Service Desk Engineer

Senior Service Desk Engineer

SNS Group
Not Specified
Not Specified

Job Description

  • Fluent communication in English and Arabic.
  • Provide timely assistance and support for incoming queries and issues related to IT, computer systems, software, and hardware.
  • Handle Calls/ emails and chat source of interaction and Respond to all user inquiries and reported incidents following established Incident Management processes.
  • Perform first level Troubleshooting for computer/application problems, resolve problems whenever possible, and escalate to appropriate team when needed.
  • Provide effective resolution to customer queries.
  • Should be a team player and knowledge of Computers.
  • Escalating the process as necessary per established escalation policies
  • Keeping affected business partners informed about progress and follow up on open tickets.
  • Monitoring the status and progress towards resolution of assigned Incidents.
  • Knowledge and awareness of IT Helpdesk.
  • Performing live/remote Desktop troubleshooting based on users complaints and providing First Call Resolution.

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