وظائف شاغرة | مطلوب مبرمجين للعمل لدى البنك العربي | IT Service Desk Specialist
Accountabilities & Key Roles :
Handle Service Desk Calls whether during working hours or through on-call arrangements.
Ownership of incidents from registration until closure.
Logging all relevant incident/service request details, allocating categorization and prioritization codes.
Provide first-line investigation and diagnosis.
Resolve incidents/service requests where applicable.
Escalate incidents/service requests to related functional line of support for incidents that cannot be resolved by them.
Escalate incidents/service requests to related hierarchical line of management for incidents that cannot be resolved within agreed timescales
Close all resolved incidents, requests and other calls after confirming closure with the Users
Communication with users – keeping them informed of incident progress, notifying them of impending changes or agreed outages, etc.
Fulfill service requests for which a pre-defined approval and qualification process exists.
Provide information to users about the availability of services and the procedure for obtaining them.
Assist with user complaints, inquiries or comments.
Identify additional service or training requirements for the Users.
Job Requirements:
Education:
Bachelor's Degree in Computer Science, Computer information systems or any related field from a recognized University.
Experience:
Up to 2 years of experience in IT domain, preferably in a service desk capacity
Competencies:
Excellent in English.
Strong Interpersonal & presentation skills.
Strong Telephony skills.
Active listening and customer-care orientation.
Strong communications skills
Accountabilities & Key Roles :
Handle Service Desk Calls whether during working hours or through on-call arrangements.
Ownership of incidents from registration until closure.
Logging all relevant incident/service request details, allocating categorization and prioritization codes.
Provide first-line investigation and diagnosis.
Resolve incidents/service requests where applicable.
Escalate incidents/service requests to related functional line of support for incidents that cannot be resolved by them.
Escalate incidents/service requests to related hierarchical line of management for incidents that cannot be resolved within agreed timescales
Close all resolved incidents, requests and other calls after confirming closure with the Users
Communication with users – keeping them informed of incident progress, notifying them of impending changes or agreed outages, etc.
Fulfill service requests for which a pre-defined approval and qualification process exists.
Provide information to users about the availability of services and the procedure for obtaining them.
Assist with user complaints, inquiries or comments.
Identify additional service or training requirements for the Users.
Job Requirements:
Education:
Bachelor's Degree in Computer Science, Computer information systems or any related field from a recognized University.
Experience:
Up to 2 years of experience in IT domain, preferably in a service desk capacity
Competencies:
Excellent in English.
Strong Interpersonal & presentation skills.
Strong Telephony skills.
Active listening and customer-care orientation.
Strong communications skills
تعليقات
إرسال تعليق