IT Helpdesk Support Specialist (Saudi National)

Employer:	Yusuf Bin Ahmed Kanoo Group Of Companies – Saudi Arabia
Job Title:	IT Helpdesk Support Specialist (Saudi National)
Location:	Riyadh, Saudi Arabia
Job Type:	Full Time Employee
Category:	Information Technology
Description:	The IT Helpdesk Support Specialist is the first point of contact for the users who call our IT Service Desk providing the highest level of customer service. The Service Desk Agent answers incoming calls, tracks all information in a call tracking system, uses a knowledge base tool along with their expertise to resolve tier 1 requests in a timely fashion. Troubleshooting basic end user issues on various software applications, hardware, network and telecommunications systems and provide basic desktop support. Escalates unresolved problem/issues/requests to the proper tier 2 and 3 support team. Primary responsibility is user support and customer service. Being present and available to clients requiring technical assistance. Handle and answer end user’s IT support inquiries through available support channels. Become familiar with each client and their respective applications. Learn fundamental operations of commonly used software, hardware, and other equipment. Follow standard Service Desk operating procedures; accurately log all Service Desk tickets using the defined tracking software. Support and administrates standards Desktop and end user’s applications by defining users accounts, proper users’ privileges and control users’ accessibility as per the agreed procedures and SLA. Proactively inform end users of known problems, which could affect their relevant business area. Inform end users of any schedule systems maintenance, development other activities, which affect the availability of their systems. Analyze Incident trends, and recommend and implement actions, with approval, to reduce Incidents. Increase the availability of self-help capability, such as through providing on-line FAQs and help documentation for common issues across IT Helpdesk. Adhere and Implement IT operations best practices.
Qualifications:	Minimum 3 years of experience in IT Helpdesk. Educational degree in Computer Engineering or equivalent, Certification in Microsoft or Cisco is preferred Excellent written and verbal communication skills in English Excellent customer facing/customer service skills Knowledge in Windows 10, MS Office 365, Advanced Printer/ Peripheral Device Troubleshooting, ITIL Hands-on experience on Active Directory, TCP/IP, DNS, and DHCP Knowledge in Installation and configuration of computer hardware, software, systems, networks, printers, and scanners Knowledge of Microsoft Windows desktop, server operating systems, and applications, Microsoft Exchange, Microsoft SQL Server
Experience:	Min: 3
Salary:	Unspecified
Contact:	Apply

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