وظائف السعوديةوظائف مونستر السعودية
Service Desk Engineer – 30 positions
Job Description
Job Description :
- Receiving, logging and managing issues and queries from organization users via telephone (and/or) email (and/or) chats.
- Provided First Level support to end-users with IT related problems from in-house software to hardware, such as Laptops, PCs and Printers.
- Troubleshoot basic network issues.
- Monitor the IT Infrastructure with various monitoring tools.
- Take ownership of user problems and follow up the status of problems on behalf of the user and communicate progress in a timely manner.
- Call and ticket handling take ownership of the incident on behalf of the Authorized User
- Collect information and data relating to the incident being reported.
- Assess the urgency and impact of the incident and allocate the appropriate priority. For high priority incidents (P1 & P2) bring to the attention of the Service Desk Team Leader who will confirm Priority and escalate as appropriate.
- Perform initial diagnosis to resolve the call first time if possible, or to establish which resolver group to assign the incident to maintain a high degree of customer service for all support queries and adhere to all service management principles.
- Contribute in training & orienting new joiners.
- Raise Tickets in ticketing tool for all incidents assign those which cannot be resolved remotely to respective application support group/Third Party or local IT support.
- Actively manage tickets in resolver group queues according to SLAs. (e.g. ageing analysis etc.)
- Refer to, review and if required update the Knowledge Database.
- Closure of tickets as per the agreed confirmation process with users.
- Excellent speaking and writing skills in English with a neutral accent.
- Knowledge of IT applications, systems and networks.
- Should be flexible working in 24/7 shifts.
Job Details
Employment Types:
Part time
Industry:
Telecom
Function:
IT
Roles:
Software Engineer / Programmer
