L1 Service Desk Agent
نُشرت في :
22-01-2025
صاحب العمل نشط
1 وظيفة شاغرة
حالة تأهب وظيفة
سيتم تحديثك بأحدث تنبيهات الوظائف عبر البريد الإلكترونيValid email field required
أرسل الوظائف
شارك هذه الوظيفة
أرسل لي وظائف مشابهة
حالة تأهب وظيفة
سيتم تحديثك بأحدث تنبيهات الوظائف عبر البريد الإلكترونيValid email field required
أرسل الوظائف
الوصف الوظيفي
L1 Service Desk Agent
- 4x Graduates to act as L1 Service Desk agents
- Arabic and English speaking
- This function requires working in a 24x7 Service Desk environment ( may include nights weekends and public holidays)
- Applicable vendor / technology entrylevel certification or equivalent in particular will be an asset but not a necessity:
- CCNA
- Linux entrylevel (LPIC1 certification)
- Oracle entry level
- Redhat (RHCSA)
- WebSphere MQ
- Shell/Python scripting
- ITIL Foundation Certificate
Key Responsibilities:
Technical Support:
- Serve as the first point of contact for customers seeking technical assistance via phone email or chat.
- Diagnose and troubleshoot basic technical issues related to software hardware and network connectivity.
- Escalate unresolved issues to Level 2 support or relevant teams.
- Maintain detailed logs of customer interactions problems and resolutions in the help desk system.
- Provide clear instructions and guidance to endusers on basic technical issues.
Reporting & Analytics:
- Generate regular and ad hoc reports from SITA and Customer systems (e.g. SLA compliance ticket volume resolution times services reports etc).
- Analyse reporting data to identify patterns and recurring issues and provide recommendations for process improvement.
- Collaborate with the L2 team to track KPIs and create dashboards to visualise generated reports.
- Assist in the preparation of presentations and documentation related to service performance.
Technical Skills:
- Basic understanding of computer systems mobile devices and common software applications.
- Familiarity with ticketing systems (e.g. ServiceNow Zendesk or JIRA) and remote support tools.
- Proficiency in Microsoft Excel and basic reporting tools (e.g. Power BI Tableau or similar).
- Knowledge of data entry report generation and basic analytics.
Soft Skills:
- Strong communication and interpersonal skills.
- Problemsolving mindset and attention to detail.
- Ability to prioritise and manage multiple tasks effectively.
- Customerfocused with a desire to provide excellent service.
Education & Experience:
- High school diploma or equivalent (bachelors degree in IT or related field is a plus).
- 12 years of experience in a help desk or technical support role.
- Experience with reporting and data analysis tools.
Preferred Qualifications:
- Certifications like ITIL Foundation.
- Experience creating visual dashboards for technical and nontechnical audiences.
نوع التوظيف
دوام كامل
المهارات المطلوبة
الإبلاغ عن هذه الوظيفة
إخلاء المسؤولية: د.جوب هو مجرد منصة تربط بين الباحثين عن عمل وأصحاب العمل. ننصح المتقدمين بإجراء بحث مستقل خاص بهم في أوراق اعتماد صاحب العمل المحتمل.
نحن نحرص على ألا يتم طلب أي مدفوعات مالية من قبل عملائنا، وبالتالي فإننا ننصح بعدم مشاركة أي معلومات شخصية أو متعلقة بالحسابات المصرفية مع أي طرف ثالث. إذا كنت تشك في وقوع أي احتيال أو سوء تصرف، فيرجى التواصل معنا من خلال تعبئة النموذج الموجود على الصفحة اتصل بنا
