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Riyadh, Saudi Arabia
Posted 2019/01/08 07:49:54
Expires 2019-03-09
Ref: JB3869875
Job Description
- Answer inbound calls to the IT Service hotline within agreed KPI.
- Log and create service desk ticket for issues and fulfillment and ensure ticket are assigned and categorized properly.
- Escalate support ticket to L2 support on time.
- Follow up escalated ticket and update user on status until closure.
- Document resolution before ticket closure to buld the knowledge database.
- Analyze service desk queue for trends and notify IT Support team leader as required.
- Update the knowledge database for new resolutions discovered.
- Troubleshoot user issues over the phone or personally meeting with the users to resolve issues reported.
- Install an configure application as requested by users for business needs.
- Modify and fine tune hardware setup to meet user requirements on peformance and stability.
- Monitor and maintain user system to ensure performance is optimal.
- Apply patches and fixes as recommended by software and hardware vendor.
- Install, configure and support printers, scanners and other IT related devices.
- Transfer user stations as required by departmental managers.
- Assemble, install and configure user desktops and laptops.
- Assemble, install and configure printers, scanners and other IT related devices.
- Apply virus protection system and setup disk encryption for desktop and laptops before handing over to business users.
- Log configuration item details to the Configuration Management Database (CMDB) and ensure all changes in the item level is updated in the CMDB.
- Run daily night batch process for Caesar application.
- Ensure backup system is executed as per daily schedule.
- Perform Caesar backup restoration as per daily schedule.
- Escalate batch process issues to the development team on time and follow up resolution until closure.
- Perform assigned daily health checks and escalate issues found to the Network and Systems team.
Skills
EDUCATION
- Bachelor’s degree in Computer related field.
- Microsoft certified professional or other technical certification from well-known IT vendors e.g. MCP, CompTIA, CCNA.
EXPERIENCE FIELDS
- Experience in desktop support.
- Experience in hardware and software configuration.
- Experience in Service Desk process.
- Knowledge in networking fundamentals and essentials.
YEARS OF EXPERIENCE
- 2 years minimum experience in IT user support
Job Details
Job Location
Riyadh, Saudi Arabia
Job Role
Information Technology
Employment Status
Full time
Employment Type
Employee
Manages Others
No
Number of Vacancies
1
Preferred Candidate
Career Level / Band
Mid Career
Years of Experience
Min: 2
Residence Location
Saudi Arabia
Gender
Male
Nationality
Saudi Arabia
Minimum Degree
Bachelor's degree
