We are looking for a dynamic motivated individual to join our Information Technology Team as Service Desk Agent.

Log, resolve, assign, check, guide and follow up on any customers reported IT issues on daily basis locally and globally. Handles daily activities of updating reported records, enhancing existing processes and procedures, follow-ups on newly implemented projects to provide customers with proper services. Interacts with support departments and users to determine new systems behaviors and type of errors to handle.

• 1.   Resolve customer reported IT problems remotely as being first line support.
  2. Manage daily activity workload to ensure internal Service Level Agreement (SLA) commitment to customers and business sponsors are consistently achieved.
  3. Maintains resolution steps carried out and follow ups on system that took place and advises users of actions taken.
  4. Maintains accurate log entries of requests with fault details and contact information by adherence to escalation procedures, promptly allocates unresolved calls as and when required to 2^nd level support.
  5. Assist with registration, purchasing and pricing activities for the department through known procedures.
  6. Writing of processes and procedures for any newly introduced system to the production environment where and interaction with users, support department and management is required.
  7. To use telephone features such as conference, and transfer to facilitate the problem resolution process with customer and with support department whenever required.
  8. Update on daily basis management of any PCE office, EVP, VP or head reported issue until the resolution is fully provided.
  9. Action any access/delete request on TREE system.
  10. Ensure receiving calls from GF community in timely manners (from 2^nd ring) and in a pleasant and professional manner.
  11. Use of the current Service Desk tool for logging, resolving, transferring, updating and closing of Incidents and service requests from end users.
  12. Ensure that all received calls are properly monitored, escalated and assigned to the proper support department when ever required.
  13. Provides proper guidance to callers' inquiries.
  14. Following agreed procedures, searches documentation and previous requests through the knowledge base for assistance on related topics to establish possible solutions to calls.
  15. Obtain proper approvals from different levels required to carry out a service request to ensure it falls under audit categories whenever required.
  16. Monitor the Service Desk tool performance on daily basis and advise any malfunction encountered.
  17. Preparation of daily/weekly/monthly reports by using the built in reports for department monitoring, management, users and support departments.
  18. Communicating by email in a professional manner for any service request that may require further information to carry out the service.
  19. Following of processes and procedures in place and recommending any required changes based on experience in handling the reported issues.
  20. Monitor and handle the Customer Services Support & Services department 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.
  21. Follow up with users in case further details, justification or approvals are required for any service request and guide users on how to proceed.
  22. Follow up and coordinate with Support Staff 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.
  23. Document any findings for any calls and shares it with the group team members for future usage and knowledge increase within the team.
  24. Carrying out appropriate controls and checks on all logged service requests by following a set of daily monitoring system administration activities according to defined work instructions.
  25. Receiving all kinds of issues with telephone sets, telephone lines, mobiles, Fax and all other analog, digital and data lines problems and handling in coordination with concerned Technical assistance.
  26. Liaise with all concerned support departments to confirm activation of International roaming, Blackberry Service, etc. for higher level staff in company.
  27. Receiving information about planned and unplanned outage for data circuits, application, servers, etc. and informing the concerned department accordingly by using the proper template.
  28. Checking all service requests workflows and ensure proper assignments is carried out to provide the service.
  29. Follow up with all support departments to ensure that all service requests requiring site visits are carried out and updated on system.

• University degree in Computer Science or IT studies from a known university or institution.
• Minimum 5 years experience in interacting with customers of all levels.
• Technical experience required in the following areas:

1. Standard desktop applications especially Microsoft Office 2007 (e.g. MS Word, Excel, MS Project etc.).
2. Local Area Networks and operating systems.
3. Communications and data networks (e.g. SITA) would be an advantage.
4. Desktop PC, Laptop, peripheral hardware troubleshooting.

• Excellent communication and interpersonal skills.
• Mature, professional attitude with strong work ethic.
• Very good knowledge in usage of most email packages especially MS Outlook.
• Hard working caliber which is able to work under pressure.
• Should be a self starter and should be responsible for one's own work product and may provide guidance, assistance, or mentorship to less knowledgeable or experienced co-workers.
• Fluency in English and Arabic languages (spoken and written)
• Excellent analytical & PC skills (Win/Win XP, Excel, Word, PowerPoint, etc.).
• Attention to detail and accuracy and the ability to manage multiple tasks simultaneously.
• Excellent Technical report writing skills.