As IT ServiceDesk Analyst, you will be responsible for the following tasks:
Provide first level help desk support to IT Users within the AF Group in order to resolve problems and provide clarifications on queries related to IT matters.
Provide remote support to users when needed to resolve issues or provide clarifications to queries.
Register all calls received through multiple media e.g. telephone, e-mail, and assign a ticket number in order to ensure that all calls received are recorded and promptly resolved or escalated to the second level internally or to vendors externally as required.
Coordinate with the various Support Teams and assist in building up basic support process and documentation.
Contribute to the development of a knowledge database in order to facilitate the collection and storage of common issues and problems faced by users and their responses.
Co-ordinate with different IT support teams and vendors to resolve issues in line with the agreed service levels.
Follow up call issues with the respective department, or Engineer for status and progress of resolution of the problem, and closure of the problem or issue raised.
Collect data and provide input for the analysis of calls received and preparation of MIS reports for the use of Management.
Degree in Engineering or equivalent
1 year of support or help desk experience in a related IT industry
Proactive, courteous, Customer service orientation, ability to work under stress, punctual and good time keeping orientation, prepared to work extended hours, when needed.
Good computer skills and thorough knowledge of MS office 2007/2010 and Windows XP & Windows 7
Excellent communications skills
Good team player
Good command in English language (both written and spoken)
Good command with spoken Arabic