Technician - IT Service Desk

Important: After reviewing the key responsibilities and deciding to apply, you will need to complete an AI-based chat interview. This is part of the application process. The interview is not timed, but please complete it within a reasonable period for your application to move forward.

Key Accountabilities

• Ensure full availability of Service Desk telephone and email support 24/7X365 days.
• Serve as the first point of contact for customers seeking technical assistance over the phone or email.
• Pro-actively monitor support mailboxes and log in the system.
• Be responsible for resolving or escalating customer reported Incidents and Service Requests and log them in the service desk tool.
• As a result, members of the Service Desk team must have excellent verbal and written communication skills and troubleshooting skills as well as thorough knowledge of all products, services, tools, and Service Management processes
• Perform remote troubleshooting through diagnostic techniques and pertinent questions
• Determine the best solution based on the issue and details provided by customers
• Direct unresolved issues to the next level of support resolver group.
• Provide accurate information on IT products or services
• Record events and problems and their resolution in logs
• Follow-up and update customer status and information
• Pass on any feedback or suggestions by customers to the appropriate internal team
• Identify and suggest possible improvements on procedures

Qualifications

• Bachelor’s degree

Experience

• 1-3 years solid experience in a telecom environment.
• Telecom Engineering graduate or equivalent.
• Must have knowledge on using the HP Service Management tool.
• Must be proficient in MS office.
• Must be able to work effectively in a 24 x 7 x 365 environment.
• Must have a friendly disposition and good customer service skills in order to clearly and effectively communicate technical situations to non-technical personnel.
• Ability to handle multiple tasks at once, to prioritize, and demonstrate excellent follow-through on each task assigned.
• Ability to express oneself clearly and concisely, both orally and in writing.

Skills

• Fluent English language; Strong written and verbal communications skills (including strong legal drafting skills);
• Strong negotiating skills.
• Strong commercial focus, pragmatic and solutions oriented.
• Well organized & efficient, with ability to manage time and prioritize effectively.
• Results & outcomes focused, with ability to produce high-quality output with minimal supervision.
• Professionalism and attention to detail and quality.
• Teamwork, co-operation and customer service orientation.
• PC skills (Word, Outlook, PowerPoint)
• Bilingual capability in Arabic and English desirable but not essential.