MAIN OBJECTIVE

• The role is responsible to work as a first level support to log, resolve, assign, check, guide and follow up on any user reported IT issues and requests on daily basis locally and globally. Troubleshoot issues that may cause system outages and initiate corrective action promptly & report issues to support groups when necessary.

• The role must also interface with the necessary customers and/or business support groups and escalate issues if necessary. Monitor and report activities and performance of all IT systems and KPIs. Collect SLA data from various systems/applications as per SLA requirements and procedures, and produce reports. Identify trends in the support incidents and develop documentation to address these re-occurring issues. Identify increasing trends, unusual activity or repeated activity in all IT services.

MAIN DUTIES

1. Handle incidents and keep all concerned parties informed about status as per the processes and procedures.

2. Utilize the Service Desk software for logging, resolving, updating and closing of incidents and service requests from end users.

3. Act as a first level IT support to solve certain technical and/or user incident within the scope of defined standards, IT processes and procedures.

4. Transfer incidents to 2nd Level Support and to third parties (vendors) only if no procedure is available or no solution can be achieved with available tools.

5. Log and classify received Incidents and Requests.

6. Undertake an immediate effort in order to restore a failed IT Service as quickly as possible.

7. Manage daily activity workload to ensure Service Level Agreement (SLA) commitment to customers and business sponsors are consistently achieved.

8. Maintain resolution steps carried out and follow ups on incidents and requests that took place and advises users of actions taken.

9. Maintain accurate log entries of requests with details and contact information by adherence to processes and procedures, promptly allocates unresolved calls as and when required to 2nd level support.

10. Work closely & efficiently with other IT sections to ensure smooth operations.

11. Ensure that all received incidents and service requests are properly monitored, escalated and assigned to the proper support department whenever required.

12. Provides proper guidance to callers’ inquiries.

13. Adherence to all IT policies, processes, procedures, and documentation and to establish deliver all service desk tasks.

14. Obtain proper approvals from different levels required to carry out tasks to ensure it falls under audit categories whenever required.

15. Monitor the Service Desk tool performance on daily basis and advise any malfunction encountered.

16. Create daily/weekly/monthly IT Service Desk reports.

17. Communicate by email in a professional manner for any task that may require further information to carry out the task.

18. Follow processes and procedures in place and suggest new procedures/solutions based on experience in handling the reported issues.

19. Manage the Service Desk & Services mailboxes that are used to interact with users for any reported issue electronically and respond with appropriate feedback for either new logging, solving or providing status.

20. Follow up with users in case further details, justification or approvals are required for any service request and guide users on how to proceed.

21. Follow up and coordinate with the IT support teams in case of delays in action and ensure that line of communication is open between all support teams to better coordinate the service, especially if the service required is to be handled by more than one area of support and on priority basis.

22. Document any findings for any case and share it with the group team members for future usage and knowledge increase within the team.

23. Monitor and report activities and performance of all IT systems and KPIs.

24. Collect SLA data from various systems/applications as per SLA requirements and procedures, and produce reports.

25. Identify trends in the support incidents and develop documentation to address these re-occurring issues.

26. Notify management of increasing trends, unusual activity or repeated activity.

27. Perform ad hoc IT tasks in any IT teams as and when required.

Education

• Bachelor's degree in computer science, computer engineering or other equivalent IT studies.

Experience

• 0 to 1 Years of experience.