Information Technology Service Desk

IT SERVICE DESK / TECHNICAL SUPPORT

Our objective is to enhance the service desk function in IT and equipped it with specialists that able to

enhance End User experience.

Diagnosis (issues / Incident/ service request) and Resolution

m. Respond, investigate, and resolve incidents related to End User related to operating and technical

issues through remote infrastructure services

n. M365 related issues (Outlook, Office components, Teams, OneDrive etc.)

o. Basic Network related issues

p. End User desktop operating system issues (Windows & MacOS)

q. Internet explorer and Chrome Browser related issues

r. VPN client installation and connectivity support on PCs

s. Citrix client and connectivity related issues

t. PC application installation issues

u. Application deployments

Knowledge Management

d. Build SOPs for the level 1 agents for faster issue resolution and effectiveness

e. Ticket analysis for data analysis and improvement

f. Coaching Service Desk teams

Ticket Routing

c. Escalating, following-up and routing tickets for complex and L-3 issues to appropriate resolver tl

vendors

d. Reporting and SLA management

اضغط هنا للتقدم للوظيفة من الموقع الأصلي