Greetings From IGNITES Human Capital Services Proficient in Arabic language Provide 1st level technical support via calls and web-based tickets - service restoration, fulfillment of service request and advice to users ensuring the maximum availability, performance and utilization of knowledge and information systems. Follow a systematic, disciplined and analytical approach to problem solving to meet set standards and agreed procedures. Executes transactions as per prescribed timelines. Provide 1st measure analysis of issues and inputs for problem management. Leverages best effort method for issue resolution through cross functional coordination and support team lead in training, reviews and escalation handling. Experience managing customers / client Min. 24 months work experience in Service Desk/ Tech support process providing remote support for application support, have knowledge of service now Experience of working within a busy ICT Service Desk environment, showing experience of systems, support, diagnostic and resolution. Intermediate knowledge of Registry Fix, Patch upgrades, Virus T/S, Security, Encryptions Basic networking knowledge Delivering commitments and metrics / KPIs, as per the agreed targets. Additional Preferred skills: PBX Administration Avaya or similar Anti-Virus & IT Security best practices implementation & administration Process compliance Knowledge of the ITIL Framework Knowledge of McAfee products Has been in end user/ customer facing interactions in previous roles Reporting / Documenting, Maintaining records of the end users / customer interactions Customer Relationship / Centricity Skills Resolve end user/customer concerns in a professional manner ensuring optimal customer satisfaction level. To deliver a first line support service via the Service Desk, receiving incidents and service requests from various routes including telephone, web tickets, chat and e mail. Offering advice to end users on all IT related areas. This will include working as part of a team, to share knowledge and work together to increase performance standards. Communication Skills & Knowledge Excellent Communicate in Arabic Ability to work across organizational and professional boundaries Excellent verbal and written communication skills High level of interpersonal skills, including active listening and understanding Good organizational skills and ability to prioritize workloads. Work to tight deadlines / service levels Business etiquette Broad knowledge of IT products, services and terminology Role and responsibilities: To improve user confidence in the areas of computer hardware & software, applications, being empathetic to a variety of new and experienced learners needs. Help to implement and improve processes and procedures within the team allowing strong service-focused deliverables . Actively troubleshoot to identify, assess, record, resolve and/or escalate incidents and service requests ensuring they are handled within an agreed time limit, within agreed processes and in a professional and customer-sensitive manner. To participate in an on-call rota, providing 24 hours, first line support service to users. To deliver a first line support service via the Service Desk, receiving incidents and service requests from various routes including telephone, intranet and e mail. Update incidents with detailed and relevant information in a timely and effective manner. Provide updates to customers with regards to specific incidents and manage a trouble ticket through to resolution. Escalate an incident or troubleshoot tickets according to the company escalation processes. Ensure Customer Service Level Agreements are met or exceeded. Respond to customer enquiries in a timely and efficient manner. Ensure appropriate documentation of the interaction on the customer’s account in the prescribed format Execute transactions as per prescribed guidelines and timelines Always ensure customer/user confidentiality and data protection. Provide input / feedback related to Knowledge articles. Education and other requirement- ITIL trained preferred , Willingness to work in rotational shifts, must be graduate (degree certificate is mandatory) call hr Aditi@7795311459 call hr Indu@7848820046
