Additional details
Level
P1
Requirement location
Saudi Arabia - Jeddah
Number of Position
1
Employment type
ML
Cluster/Group
Microland Delivery
Business Unit
RUN - MIDDLE EAST
Department
Service Desk & Service Mgmt.
Job Description
1. Troubleshooting: Analyze problems with the service and resolve the issues.
Gather information from customers either by chat or e-mail to enable effective
troubleshooting, Troubleshoots and repairs hardware and software problems with
desktop and laptop computers, Personal Digital Assistants (PDAs), printers,
digital scanners, and other network equipment, Report issues to
vendor/ISP/carrier and follow up on updates. Escalate issues as per Escalation
Matrix, Install/Uninstall various software and upgrades equipment when
necessary, Monitoring and maintaining/reducing the queue size. Resolving
Technical issues at level 1(Incident and Service request).
2. Hardware and Software Management: Monitoring CPU, memory and hard disk
utilization, Monitoring the event viewer and generating reports. Providing New
Desktop Installation and Software Installation Reports, make team members
aware of any changes or scheduled activities so that effective follow up is
possible., Updating the latest anti-virus on servers and monitoring the anti-
virus patches on Servers and Desktops and generating Reports, Track the assets
issued to users and maintain a database report of assets. Updating KB and CMDB
whenever there is a need. Handling Backup Activities on daily, weekly and
Monthly. Generating the Reports on all Backup activities.
3. Process Compliance: Gather information from vendor and customer and update
the tickets regularly as per the defined process, Prepare a detailed report on
the plan of action for the existing tickets for the next shift engineer (Shift
Handover Report), Following the various Escalation Matrix (Vendor , Internal
and Customer defined), Ensure tickets are closed post user/customer
communication, Maintains inventory of PC equipment with Asset Executive,
Special focus on Power User calls, Constantly track tickets for SLA adherence
and escalate on deviations as defined in the process, Comply with defined
processes and update tickets with SLA.
Looking for a competent IT Service Desk Engineer to provide fast and useful technical assistance to end users Via telephone calls / remote / Physical support. **Qualifications** ** Responsibilities** * Receive, classify, and record all issues from users in a professional, courteous manner o…
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Additional details **Level** P2 **Requirement location** Saudi Arabia - Jeddah **Number of Position** 1 **Employment type** ML **Cluster/Group** Microland Delivery **Business Unit** RUN - MIDDLE EAST **Department** Service Desk & Service Mgmt. Job Description replacement SO for abdullah bin mahfooz
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