Service Desk Analyst

Job Expired

Job Overview

Purpose of the job: Provide technical support to customers and employees plus to handle technology duties such as software installation, troubleshooting, and maintaining computer health. and respond to phone calls, emails, live chat and other communications.


Main Duties and Responsibilities:

  • Log all service desk interactions: Tickets, Emails, Calls, Chat, and activities and providing first-line investigation and problem diagnosis.
  • Quick responding to the customer, user requests.
  • Creating incidents and service requests on behalf of customers.
  • Setting the priority for resolving incidents based on impact and urgency.
  • Resolving incidents or service requests when first contacted or whenever possible.
  • Analyze & resolve IT incidents with a varying degree of complexity.
  • Follow the service desk procedures.
  • Ensuring compliance for SLAs across all organizations with its scope.
  • Delivering the ticket to the relevant departments.
  • Escalating incidents and service requests that cannot be resolved within agreed-on time limits.
  • Follow up the ticket until it is resolved.
  • Communicating with users to keep them informed of progress, impending changes, agreed-on outages, and other such notifications.
  • Close the ticket, closing all resolved incidents, requests, and other calls.



Technical Skills

  • Good basic IT skills and knowledge with CCTV Systems Analog +IP, IPTV, IP Phones, Printers & Scanners, Fire Alarm , Windows and Office ,and the other related systems and IT services.
  • Familiarity to using the service requests software.
  • Diagnosing and analyzing and troubleshooting issues.
  • Knowledge with LAN and WAN Networks technologies (Optical – Ether).
  • Providing quick technical Self-Service to the user from the first call within the technical scope of the service desk department.
  • Using the remote support software like Any Desk, TeamViewer, MS Remote Desktop… etc.



Soft Skills:

  • Time Management
  • Work under Pressure
  • Team work
  • Communications Skills
  • Problem solving.
  • Documentation and reporting skills.
  • Customer caring and Support ” Remotely & Onsite.



More Information

  • This job has expired!