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Service Desk Analyst Jeddah Saudi Arabia

Panda Retail Company

Panda Retail Company Jeddah Saudi Arabia Saudi Arabia

2 months ago

Job Purpose:

To ensure that users and computers problems in HQ have been solved as a first line of contact by using a knowledge base tool to resolve first-tier requests as per the predefined MTTR, or redirect it to the proper team on various software applications, hardware, and network to provide the highest level of customer service.

Functional Accountabilities:

o To provide clients first-line support and technical issues by troubleshooting, identifying, and correcting or advising on operation issues in IT System, on-site, by phone, or remotely in order to resolve all incidents promptly
o To categorize the level of issue severity on the service desk system by analyzing tickets, and communicating with ends users to resolute resolvable tickets and reassign unresolved tickets to the Supervisor and/or the relevant team
o To provide guidance and coaching to clients on how to deal with their most common recurring problems through 1 to 1 sessions to improve their IT literacy
o To perform... regular health checks on IT hardware & software by periodic visits and checklists to proactively manage repairs
o To perform regular inventory for deployed machines and stock items in HQ and DCs to ensure accurate assets are recorded in the system
o To perform scheduled hardware refreshment for HQ by coordinating with clients to achieve smooth laptop and desktop change
o To deliver excellent customer service through following standard ITIL help desk procedures, following SLA and IT policies to ensure all help desk interactions are logged in the service management system
Jeddah Saudi Arabia

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