IT Service Desk – Vacancy

About Propel Consult

Push Consult conveys an assistance in sync with the requirements of both our customer organizations and applicants. Our capacity to increase the value of all degrees of enlistment originates from our strong obligation to offer an expert support to the two players.

We have fabricated associations with many driving native and worldwide associations all through the Middle East and universally in nations like Saudi Arabia, Qatar, UAE, Oman, Bahrain, Kuwait and Egypt.

IT Service Desk Job description

• Manage end-user issues raised to Service Desk (Level 1) through tickets and calls received through IVR
• Handle incoming calls from end-users in a professional manner and within the defined service levels and ensure achievement of KPI’s
• Ensure proper and timely communication to the end-user on every ticket through the Service Desk tool and phone
• Ensure all work conducted is being logged and managed within tickets raised by or on behalf of business users
• Provide high-quality resolutions of assigned tickets and managing the expectations of the users
• Ensure to resolve and close all end-user tickets within the defined Service Level Agreement (SLA) targets
• Escalate tickets that are beyond the scope of Service Desk to other teams in 2nd level (Applications team and Field Support team) and 3rd level (Infrastructure and Production teams)

Requirements

• Bachelor or Diploma Degree in an IT related field or equivalent hands-on experience
• 2-3 years’ experience in an IT Service Desk role
• ITIL v3/v4 Foundation Certification
• MCSA in Windows Server 2012/2016 or MCTS in Windows Server 2008
• MCITP in Windows Server 2008 or MSCE in Windows Server 2012
• Certificate in Windows 7 or 10 Troubleshooting and Implementation
• Network+ Certificate
• Excellent communication skills in English, both verbal and written
• Critical and analytical thinking and creativity – always challenging the status quo and find better ways to complete tasks
• Good understanding of computers architecture, Microsoft and desktop applications, computer peripherals, operating systems and application software
• Excellent understanding of Microsoft Windows infrastructure (Windows Server and Windows client)
• Good understanding of Microsoft Active Directory services
• Knowledge of using a call center system to manage incoming and outgoing calls with customers (Vocalcom, Cisco UC, Avaya etc.)

Click Here:- To find the latest job Vacancies