Information Technology Service Desk- Arabic speaking

Core Responsibilities

• Provides the 1st line of support for end-users by answering their calls or accessing their machines remotely over the management console.
• Receive and resolve end-user complains as IT support specialists using ITSM
• Document all call information according to standard operating procedures in system by logging tickets details and verifying the information.
• Report in IT Service desk system for any issue that could significantly impact the business.
• Prioritize, manage validate and ensure all issues are properly logged.
• Assist staff with technology-related issues
• Researching, diagnosing, troubleshooting and identifying solutions to resolve issues which assigned through ITSM.
• Ensures the quality of service delivered to end-users is maintained to an acceptable level.
• Document all call information according to standard operating procedures in system by logging tickets details and verifying the information.
• Performs device / software deployment / movement tasks on call and during public holidays and weekends as necessary.
• Adhere to and implement departmental policies, systems, and procedures and ensure quality and cost-effective service.
• Maintain inventory of IT assets and ensure proper documentation
• Ensure compliance with IT security policies and data protection standards
• Escalate unresolved issues to head of IT Service Desk and Delivery

Qualification

Diploma in IT related major or any related subject or equivalent is required.

Minimum 3 years of practical experience in a bank or same or similar function.

Adequate knowledge of PCs, servers’ hardware, network, Windows / UNIX, MS Office products is preferred.

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