JOB DESCRIPTION / ROLE
• Acting as a single point of contact to support service users and customers reporting issues, requesting information, access, or other services, for all users in RAC, KKIA and outsiders
• Identify and diagnose issues and problems
• Categorize and record reported queries and provide solutions on L1 support
• Advise users on appropriate course of required action
• Monitor issues from start to resolution
• Monitoring, responding, follow ups through SD mailbox and calls.
• Escalate, if needed, unresolved problems to a higher level of support
• Provide essential online support
• Managing one or more customer service or service desk functions.
• Receives, logs and handles requests for service, following agreed procedures.
• Promptly allocates calls as appropriate.
• Identifies and classifies incident types and service interruptions
• Records incidents cataloging them by symptom and resolution
• Identify the Impact and urgency to assess priority and log tickets accordingly
• Invoke Major Incident process and follow the communication matrix
• Coordinate with Vendors, technical teams and take them in to Major Incident calls on need basis.
• Keep end users posted on the progress of their incidents & requests logged
• Providing relevant periodic and ad hoc reports
University Qualifications: BS in IT
Nature and length of previous experience: 3 years
Specialist knowledge: Managing one or more customer service or service desk functions.
Language Fluency: English
ABOUT THE COMPANY
At ICAD GROUP we’ve built over 10 years of experience in the Technology industry that helps us find innovative solutions to our clients’ needs. We have assembled a team of professionals who are experts in their fields to identify client needs and formulate effective solutions via our innovative services. Our reliable, efficient service is why we’ve been trusted by over 125 clients to help them operate and grow successfully.
At ICAD GROUP we are aware that providing client-oriented solutions takes a mixture of technical excellence and clear communication and our company hires only the very best to ensure you receive both. We know that every client is unique and we strive to deliver an individual, innovative and affordable proposal every time and to follow it through with an outstanding delivery which is both on time and within budget.