| Job Location | Al Kuwait, Kuwait |
| Education | Certification / diploma |
| Salary | Not Mentioned |
| Industry | FMCG |
| Functional Area | Not Mentioned |
The Service Desk Technician?s role is to ensure proper computer operation so that end users can accomplish business tasks. This includes receiving, prioritizing, documenting, and actively resolving end-user help requests and escalating incidents when considered appropriate and necessary to maintain SLA expectations. Problem resolution may involve the use of diagnostic and help request tracking tools, as well as requiring that the individual give in-person, hands-on help at the desktop level.ResponsibilitiesAcquisition & DeploymentDeploy pre-packaged software using distribution tools and processes as requested by end users.Operational ManagementProvide first contact support of incoming requests to the service desk via telephone, web portal, email, and chat to ensure courteous, timely, and effective resolution of end-user issues.Build rapport and elicit problem details from service desk customers.Prioritize incidents and service requests according to defined processes to meet defined SLAs.Help in assigninga technician/group to a request/incident whenever asked.Escalate incidents with accurate documentation to suitable technician, when required.Record, track, and document the service desk incident-solving process, including all successful and unsuccessful decisions made and actions taken, through to final resolution.Use remote tools and diagnostic utilities to aid in troubleshooting.Research solutions through internal and external knowledgebase as needed.Identify and learn appropriate software and hardware used and supported by the organization.Perform hands-on fixes at the desktop level when remote tools are not appropriate, including hardware repairs, delivery of peripherals, or other fixes as determined.Test fixes to ensure an incident has been adequately resolved.Develop help sheets and FAQ lists for end users.Contribute to technician knowledgebase as neededReinforce SLAs to manage end-user expectations.Provide suggestions for continual improvement.
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