Job Details
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Job Description
Job Purpose:
- The IT Service Desk is the central point of contact for all IT-related incidents and service requests. The role of the Service Desk Support Technician is to provide first-line support for all staff. The Service Desk Support Technician is responsible for logging incidents and service requests and resolving support requests ensuring that service levels.
Responsibilities:
- Monitor all live services/servers through the monitoring tools like (PRTG and the notifications services).
- Generate the daily required reports via the CRM applications.
- Following up on open tickets till closure.
- Provide customers with all required information through CRM/CMS systems.
- To provide support for users in the operation.
- Be involved in Incident, Problem, and Service Request.
- In the case of Problem Management, report/escalate the problem to Service Desk Manager or service desk supervisor.
- Refer more complex problems to problem managers and senior level.
- Clarify tickets logged with requesters and communicate about resolution progress.
- Communicate with the user community to provide the status of open problems and the changes associated with new solutions
- Escalate issues or outages to the dedicated teams.
Job Requirements
- Required university degree in IT-related field.
- Minimum 2 years of experience.
- General knowledge of IT infrastructure
- ITIL qualification is preferable
- Very good in English (read/write)
- Excellent communication skills
- Oracle DB and web services background.
