We are hiring Service Desk Analyst - Ebttikar Technology Company

Responsibilities

1. Responding to inquiries and requests for assistance with computer systems and personal computers used in the organization. Identifying, analyzing, investigating malfunctions and addressing problems with the aim of preventing their reoccurrence and reducing the number of requests submitted to the technical support office.
2. Coordinate with other IT areas to address issues if necessary.
3. Provide support and a central point of contact for software applications/standards and hardware defined in existing products and services provided in Information Technology Services (ITS).
4. Organizing and improving the IT service file directory and scope.
5. Performing quality checks on completed tickets to ensure customer satisfaction.
6. Providing examination and analysis of incidents/problems solved by the technical support office to improve the quality of service provided.
7. Providing a call-back point to conduct a survey that shows the customer’s satisfaction with the service provided, for a partial set of problems solved by the service desk.
8. Developing monitoring and reporting mechanisms to ensure quality performance and conducting a survey to indicate the extent of customer satisfaction.
9. Supporting IT business applications and preparing user guides and FAQs.
10. Monitor and analyze production of service devices/applications (performance, capacity and planning).
11. Providing telephone support to end users on hardware and software application issues, network-related problems, inquiries and usage.
12. Solve the problem at the first level over the phone with users, taking users through a series of steps to identify the problem and classify the level, priority and nature of the problem.
13. Diagnose problems and/or problems that require direct interaction with the end user and send a technical support specialist from the appropriate team.
14. Work with IT and other groups to address technical issues.
15. Sharing updated knowledge and information to maintain an information base for the technical support office and training manuals for support members.
16. Maintain a professional attitude and provide excellent customer service at all times. This includes maintaining a good work ethic and assisting other analysts when needed.
17. Leading the direct interaction process and launching management for each service before launch.

Job Details

Posted Date:	2023-12-10
Job Location:	Saudi Arabia - Dammam
Job Role:	Information Technology
Company Industry:	IT Services

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