IT Help desk \ Service Desk Specialist

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.