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IT Helpdesk Support Specialist (Saudi National)

1.00 to 10.00 Years   Riyadh, Saudi Arabia   12 Feb, 2021
Kanoo GroupYusuf Bin Ahmed Kanoo Co. Ltd.
1 Jobs Openings
Job LocationRiyadh, Saudi Arabia
EducationNot Mentioned
SalaryNot Mentioned
IndustryBusiness Support Services
Functional AreaNot Mentioned

Job Description

The IT Helpdesk Support Specialist answers incoming calls, tracks all information in a call tracking system, uses a knowledge base tool along with their expertise to resolve tier 1 requests in a timely fashion, being the first point of contact for all the users who call our IT Service Desk and providing the highest level of customer service.

  • Troubleshooting basic end user issues on various software applications, hardware, network and telecommunications systems and provide basic desktop support.
  • Escalates unresolved problem/issues/requests to the proper tier 2 and 3 support team.
  • Primary responsibility is user support and customer service. Being present and available to clients requiring technical assistance.
  • Handle and answer end user?s IT support inquiries through available support channels.
  • Become familiar with each client and their respective applications.
  • Learn fundamental operations of commonly used software, hardware, and other equipment.
  • Follow standard Service Desk operating procedures; accurately log all Service Desk tickets using the defined tracking software.
  • Support and administrates standards Desktop and end user?s applications by defining users accounts, proper users? privileges and control users? accessibility as per the agreed procedures and SLA.
  • Proactively inform end users of known problems, which could affect their relevant business area.
  • Inform end users of any schedule systems maintenance, development other activities, which affect the availability of their systems.
  • Analyze Incident trends, and recommend and implement actions, with approval, to reduce Incidents.
  • Increase the availability of self-help capability, such as through providing on-line FAQs and help documentation for common issues across IT Helpdesk.?
  • Adhere and Implement IT operations best practices.

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