IT Service Desk Technician – edara

The Service Desk is the Company’s single point of contact for all IT & Network related outages,

Provide first line technical support to internal staff, The Service Desk Engineer is responsible for analyzing and distributing the trouble tickets to the appropriate technology team.

The Service Desk Engineer is accountable for the following functions:

 Ensure full availability of Service Desk telephone and email support 24/7X365 days.

 Serve as the first point of contact for customers seeking technical assistance over the phone or email.

 Pro-actively monitor support mailboxes and log in the system.

 Be responsible for resolving or escalating customer reported Incidents and Service Requests and log them in the service desk tool.

 As a result, members of the Service Desk team must have excellent verbal and written communication skills and troubleshooting skills as well as thorough knowledge of all products, services, tools, and Service Management processes.

 Perform remote troubleshooting through diagnostic techniques and pertinent questions.

 Determine the best solution based on the issue and details provided by customers.

 Direct unresolved issues to the next level of support resolver group.

 Provide accurate information on IT products or services.

 Record events and problems and their resolution in logs

 Follow-up and update customer status and information

 Pass on any feedback or suggestions by customers to the appropriate internal team.

 Identify and suggest possible improvements on procedures.

Job Details

Preferred Candidate