HelpDesk - Call Center Agent:

Job Scope:
Attend to IT Helpdesk enquiries over telephone call and emails.
2-4 years of relevant experience in same positions
Log the enquiry as HD ticket and ensure ticket is categorized, prioritized, and assigned correctly.
Capture adequate information for the ticket from the user for L1/L2/L3 team to troubleshoot the case and resolve.
Monitor and manage active HD tickets ? in progress, pending, escalations, as necessary.
Follow up on in-progress / pending tickets with respective IT teams.
Report statistics on HD tickets
Monitor SLA and KPI of HD tickets along with user satisfaction.
Compile periodic HD reports for management on HD performance.
Propose and document topics for KB articles
Perform other tasks as assigned by HD Lead.

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Requirements:

Saudi National

Familiar with software application installation, Windows OS, and MS Office suite

Basic understanding of network.

Previous experience with ticketing tools. Aware of HD ticket lifecycle ? creation, response, escalation, resolution, and closure.

Excellent written and oral communication skills

Willingness to learn, be flexible and work in team environment.

Desktop Support

System Engineer