Job Summary

Provide hardware / software / network problem diagnosis / resolution via telephone/email/chat for customer’s end users\r\n· Route problems to internal 2nd and 3rd level IT support staff.\r\n· Coordinate and manage relationships with vendors and support staff that provide hardware / software / network problem resolution.\r\n· Administer and provide User account provisioning.\r\n· Use the Incident Management System to document and manage problems and work requests and their respective resolutions and circumvention\'s.\r\n. Responds to telephone calls, email, instant messages, and assigned tickets from users; Assign work orders / incidents to appropriate \r\n support teams and follow up until closure.\r\n. Respond to, and diagnose, problems through discussions with users, including problem recognition, logs, research, isolation, resolution, \r\n and follow-up steps; Provide level 1 remote desktop support and perform other activities based on SOPs\r\n. Perform user account management activities \r\n Escalate complex problem to appropriate support specialists\r\n Responsible for activities relating to the evaluation, analysis, and setup of PC-based software products (e.g., word processors, spreadsheets,\r\n presentation graphics, database management systems, electronic mail, and communications)\r\n. Troubleshoot client software and basic network connectivity problems\r\n. Identify, evaluate and prioritize customer problems and complaints\r\n. May train users and operators on a limited basis and/or may write training procedures\r\n. Participate in on-going training and departmental development\r\n. Routine maintenance updates with other IT staff and business units\r\n

Key Responsibilities

1. Provide Level 1 Remote Desktop Support By Diagnosing And Resolving Hardware, Software, And Network Issues Via Telephone, Email, And Chat In Arabic And English, Ensuring Compliance With The Agreed Sla For Ticket Volume And Resolution Time.
2. Adhere To Quality Standards, Including Voice And Accent Proficiency, Technical Monitoring, And Compliance With Regulatory Requirements And Company Policies.
3. Strive For Positive Customer Experience By Achieving First Call Resolution And Maintaining A Low Average Handling Time (Aht), Minimizing Rejected Resolutions And Case Reopenings.
4. Maintain High Availability And Efficiency In Logging In To Support Systems To Ensure Prompt Assistance For Customers.
5. Update Work Logs Accurately And Follow The Shift And Escalation Processes To Route Complex Issues To Appropriate Support Specialists Or Escalate To 2Nd And 3Rd Level It Support As Necessary.
6. Engage In Value-Adding Activities Such As Updating The Knowledge Base And Pursuing Self-Development Opportunities To Enhance Technical Skills And Service Delivery.

Skill Requirements

1. Proficiency In Arabic And English For Effective Communication With Customers And Team Members
2. Basic Knowledge Of Windows Operating Systems And Troubleshooting Techniques
3. Familiarity With Remote Desktop Support Tools And Ticketing Systems
4. Strong Problem-Solving Skills And A Customer-Centric Approach
5. Ability To Follow Processes And Standards In A Structured Environment

Other Requirements

1. Itil Foundation Certification Is Optional But Valuable For This Role