Service Desk Administrator-IT support Specialist

Service Desk Administrator-IT support Specialist

CC Staffing International
Other - Saudi Arabia
2 - 4 Years
Not Specified

Job Description

• 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
• 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.

• 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
• 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

CC Staffing International

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