Senior Service Desk Professional
JASARA PMC, Saudi Arabia

Summary:

The Service Desk Support Professional functions as the point of contact for THE LINE end users to help them address their IT issues. This key role includes diagnosing, analyzing, troubleshooting, and resolving IT problems instantly.

Role and Responsibilities:

• Act as a single point of contact for all THE LINE end user support issues.
• Provide IT support services on 24/7 service operations.
• Identify and diagnose IT hardware and software issues and problems.
• Categorize and record reported queries and wherever applicable provide solutions.
• Support IT problem identification.
• Advise users on appropriate course of action.
• Monitor reported IT issues from start to resolution.
• Escalate, if needed, unresolved problems to a higher level of support i.e. L2, L3 and L4.
• Answer questions regarding computer applications, hardware, and software
• Perform troubleshooting tasks to identify and resolve technical issues.
• Identify and recommend solutions to improve efficiency and performance of IT infrastructure.
• Perform routine maintenance tasks such as updating virus definitions and operating system patches
• Providing first level support for end users including answering basic questions about computers or software applications
• Installing new software or hardware on laptops and PCs.
• Monitoring computer performance to ensure optimal response time and system uptime.
• Contribute to the alignment, agreement, and documentation of service level targets and responsibilities i.e. SLAs, OLAs, etc. to continually improve the performance of IT operations.

Requirements

Qualifications:

• University degree in Information Technology or related field.
• 3-5 years of experience in the IT Industry with a Service Desk role.
• ITIL Service Delivery management certification is preferred.

MCSE.

Skills and Experience:

• Results oriented Strives to achieve high levels of individual and organizational performance.
• 3-5 years of experience with desktop support and helpdesk functions.
• Strong experience with ticketing systems using ServiceNow and BMC Remedy.
• Experience with file storage systems.
• Demonstrable experience with software hosting in the public cloud.
• Advanced knowledge of ITIL and IT operational processes
• Advanced understanding of IT operational monitoring and automation systems
• In depth knowledge of Active Directory (Design, Security and Administration)
• Experience in managing a Microsoft environment across multiple domains.
• Excellent communication skills, interpersonal, customer service and influencing skills.
• Strong operational skills and experience with end user support and various incident and problem-solving approaches.
• Excellent analytical skills: demonstrated ability to analyze and solve problems effectively.
• Strong attention to detail with exceptional organization skills.

Job Rewards and Benefits