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Service Desktop Support Engineer(Arabic speaker)

1.00 to 6.00 Years   Riyadh, Saudi Arabia   06 Jan, 2021
Wipro Limited
1 Jobs Openings
Job LocationRiyadh, Saudi Arabia
EducationBachelor's degree / higher diploma
SalaryNot Mentioned
IndustryIT Services
Functional AreaNot Mentioned

Job Description

Location: Riyadh - KSAYrs of Exp: 1-6yrs YrsMUST HAVE Skills: L1 Remote Support skills for Desktop/Laptop/Printers, Software and Application, BMC remedy Ticketing toolLanguage ? Read & Write Arabic and English(Arabic speaker is a must)?JD as below :

  • Handle all the Tickets w.r.t Desktop / Laptops / Printers/Application
  • Ensure the IT calls are accepted within 10minutes post assignment of same by Service Desk. Allocate the calls to Engineers within a stipulated timeframe.
  • Assign Support staff to Incident Logged & Ensure all IT Access tickets are updated every 45 minutes.
  • To provide response and resolution to Technical Incidents by attending the Incident remotely within the agreed SLA.
  • Resolve 75% of tickets remotely which are logged by users
  • Telephonic follow-up with users which are pending for user feedback for closure.
  • Log calls with vendors/internal Wipro team for spare requests or escalate for support.
  • Review the previous day?s performance with Ops Lead on a daily basis.
  • Good knowledge on BMC remedy ticketing tool
  • Ensure all processes related to helpdesk are adhered to.
  • To Communicate CUSTOMER IT team towards Business on Prolonged non-Availability and any Business Impact
  • Must be fluent in Arabic/English to read and write
  • Setup a communication and notify stakeholders on the Major Incident and Status Update
  • Follow-up with all teams till closure of the Incident
  • Scheduling processes ? includes the processes that needs to be executed on a daily, monthly and yearly basis on applications and its databases.
  • Knowledge of application/database operations and administration activities
  • Retrieve data to help validate its correctness
  • Apply operational procedures
  • Language Proficiency in (Arabic + English)
  • Apply frontline incident determination and/or resolution
  • Follow escalation procedures during an incident in accordance with guidelines (e.g., severity levels)
  • Good understanding of ITIL processes.

Keyskills :

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