Service Desktop Support Engineer(Arabic speaker)

الوصف الوظيفي
Location: Riyadh - KSA

Yrs of Exp: 1-6yrs Yrs

MUST HAVE Skills: L1 Remote Support skills for Desktop/Laptop/Printers, Software and Application, BMC remedy Ticketing tool

Language – Read & Write Arabic and English(Arabic speaker is a must)

JD as below :

Handle all the Tickets w.r.t Desktop / Laptops / Printers/Application
Ensure the IT calls are accepted within 10minutes post assignment of same by Service Desk. Allocate the calls to Engineers within a stipulated timeframe.
Assign Support staff to Incident Logged & Ensure all IT Access tickets are updated every 45 minutes.
To provide response and resolution to Technical Incidents by attending the Incident remotely within the agreed SLA.
Resolve 75% of tickets remotely which are logged by users
Telephonic follow-up with users which are pending for user feedback for closure.
Log calls with vendors/internal Wipro team for spare requests or escalate for support.
Review the previous day’s performance with Ops Lead on a daily basis.
Good knowledge on BMC remedy ticketing tool
Ensure all processes related to helpdesk are adhered to.
To Communicate CUSTOMER IT team towards Business on Prolonged non-Availability and any Business Impact
Must be fluent in Arabic/English to read and write
Setup a communication and notify stakeholders on the Major Incident and Status Update
Follow-up with all teams till closure of the Incident
Scheduling processes – includes the processes that needs to be executed on a daily, monthly and yearly basis on applications and its databases.
Knowledge of application/database operations and administration activities
Retrieve data to help validate its correctness
Apply operational procedures
Language Proficiency in (Arabic + English)
Apply frontline incident determination and/or resolution
Follow escalation procedures during an incident in accordance with guidelines (e.g., severity levels)
Good understanding of ITIL processes.

المهارات
Location: Riyadh - KSA

Yrs of Exp: 1-6yrs Yrs

MUST HAVE Skills: L1 Remote Support skills for Desktop/Laptop/Printers, Software and Application, BMC remedy Ticketing tool

Language – Read & Write Arabic and English(Arabic speaker is a must)

تفاصيل الوظيفة
منطقة الوظيفة الرياض, المملكة العربية السعودية
قطاع الشركة خدمات تكنولوجيا المعلومات
طبيعة عمل الشركة صاحب عمل (القطاع الخاص)
الدور الوظيفي الخدمات المساندة
نوع التوظيف غير محدد
الراتب الشهري غير محدد
عدد الوظائف الشاغرة غير محدد
المرشح المفضل
المستوى المهني مبتدئ الخبرة
عدد سنوات الخبرة الحد الأدنى: 1 الحد الأقصى: 6
منطقة الإقامة المملكة العربية السعودية
الشهادة بكالوريوس/ دبلوم عالي

https://www.bayt.com/ar/saudi-arabia/jobs/service-desktop-support-engineer-arabic-speaker-4269930/