| Job Location | Jeddah , Saudi Arabia |
| Education | Bachelor's degree / higher diploma |
| Salary | Not Mentioned |
| Industry | Higher Education; IT Services |
| Functional Area | Not Mentioned |
Position SummaryProvides direct operational support and service in a help/ front-desk services environment. Handling customer queries and providing customer assistance in a 1st level support environment. Identifying and escalating issues to the appropriate 2nd line support areas and following up to ensure prompt closure.Scope of WorkTechnical/Operational? Respond to customer requests for service desk support issues via telephone, email and walk-ups. Support on-site and remote users.? Provides accurate solutions to user problems.? Assist in the resolution of user and support issues to ensure timely distribution of knowledge and positive impact on user satisfaction.? Researches and resolves issues in a timely manner in accordance with standards.? Escalate problems to team lead or 2nd line support based on established guidelines and? procedures.? Track unresolved queries.? Ensure compliance with established IT control policies.? Set up new users and reset passwords.? Review, update, and maintain Service Desk Web pages? 24/7 technical support on a shift pattern.Reporting? Identify and informs administrative and security and issues at the Service Desk Services and inform Service Desk Senior Team Lead.? Maintain a log of issues raised in the maintenance reviews, track and ensure follow-up and remediation actions.? Administrative? May guide and allocate work to one or more employees in 2nd line support on a task-by-task basis.? perform other applicable tasks and duties assigned within the realm of the employee?s knowledge, skills and abilities in the field of his/her position? and this is included to discourage possible arguments when an employee may consider an issue to ?not be in his/her responsibility.
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