ALTAMEER for systems solutions
26 تەمموز 2023
Looking for a Service Desk Analyst with over 2 years of experience to maintain support requests, document technical issues, train users, and manage incidents. The role requires knowledge of ITIL frameworks and support skills.
ALTAMEER for systems solutions looking for (Service Desk Analyst) to join our team Work Location:AUIB-Data Center Duties & Responsibilities: Ensuring that all support requests are logged, tracked, and resolved within agreed-upon service level agreements (SLAs). Document technical issues and resolutions for future reference. Providing training and support to end-users on software applications and computer systems. Identifying and escalating complex or recurring technical issues to higher-level support teams for further investigation. Maintaining an up-to-date knowledge of the latest software, hardware, and network technologies. Providing proactive support to end-users by identifying and resolving potential issues before they occur. Incident Management Log all support incidents and service requests, keeping detailed records of each interaction, the issue reported, and the steps taken to resolve it. Customer Service Provide excellent customer service throughout all interactions with end-users, maintaining a professional and positive attitude. Reporting and Metrics Generate reports on ticket statistics, response times, and other performance metrics to evaluate and improve service desk efficiency. Qualifications: +2 years’ experience in this field. Bachelors Degree in Computer Science, Communications, Telecommunication or any relevant. Understanding the ITIL Framework standards. Understanding the ITAM - Information Technology Asset Management. Very Good level in English language (Oral and Written). if you interested you can send your CV to [email protected] with name of position in subject
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