Technical Service Desk- Presidents Office - Riyadh, المملكة العربية السعودية - SAT Microsystems

    SAT Microsystems
    SAT Microsystems Riyadh, المملكة العربية السعودية

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    JobDescription: Technical Service DeskSpecialist

    Serve as thefirst point of contact for endusers seeking technical assistancefor computerrelatedissues.

    Respond toqueries run diagnostic programs isolate issues and determine andimplementsolutions.

    Logtrack and manage incidents and problems using ITSM tools (BMCRemedy).

    Proactivelyidentify and resolve desktoprelated incidentsremotely.

    Understand andadhere to the principles of ITSM particularly incident and problemmanagement.

    Collaborate withinternal teams to ensure prompt resolution of service interruptionsand manage escalationsappropriately.

    Maintain anunderstanding of AD (Active Directory) server infrastructures andnetwork fundamentals to assist introubleshooting.

    Utilize ServiceManagement Tool sets effectively to manage and report onincidents.

    Ensure theaccurate documentation and management of configuration items usingConfiguration Managementtools.

    Analyse servicedesk metrics prepare comprehensive reports and make informedrecommendations to improve service efficiency and usersatisfaction.



    Requirements

    Minimumof 4 years of technical experience in IT support or relatedfields.

    Advanced Englishand Arabic(preferred) knowledge both written andverbal.

    Hands onexperience with BMCRemedy.

    Extensiveexperience in providing remote technical support and managingdesktoprelatedincidents.

    Familiarity withITSM principles particularly incident and problemmanagement.

    Good knowledgeof AD servers and networktechnologies.

    Handsonexperience with Service Managementtools.

    Demonstratedknowledge in configurationmanagement.

    ITIL v3Foundation Exam Certificate (or higher) ispreferred.

    Advanced Englishand Arabic(preferred) knowledge both written andverbal.

    Provenanalytical skills with a history of using data to make informeddecisions andrecommendations.

    Problemsolvingskills and a customerfocusedattitude.

    Ability to workin a fastpaced dynamic environment and adapt to shiftingpriorities.



    Minimum of 4+ years of technical experience in IT support orrelated fields. Advanced English and Arabic(preferred) knowledge,both written and verbal. Hands on experience with BMC Remedy.Extensive experience in providing remote technical support andmanaging desktop-related incidents. Familiarity with ITSMprinciples, particularly incident and problem management. Goodknowledge of AD, servers, and network technologies. Hands-onexperience with Service Management tools. Demonstrated knowledge inconfiguration management. ITIL v3 Foundation Exam Certificate (orhigher) is preferred. Advanced English and Arabic(preferred)knowledge, both written and verbal. Proven analytical skills with ahistory of using data to make informed decisions andrecommendations. Problem-solving skills and a customer-focusedattitude. Ability to work in a fast-paced, dynamic environment andadapt to shifting priorities.