Service Desk Operator

Job description / Role

• Research questions using available information resources.
• Advise user on appropriate action.
• Follow standard help desk procedures.
• Log all help desk interactions.
• Administer help desk software.
• Redirect problems to correct resource.
• Track and route problems and requests and document resolutions.
• Prepare activity reports.
• Inform management of recurring problems.
• Stay current with system information, changes and updates.
• Improve customer service, perception, and satisfaction
• Fast turnaround of customer requests.
• Ability to work in a team and communicate effectively.
• Escalate service requests that cannot be scheduled within agreed service levels.
• Report the utilization of Support resources and successful completion of service requests to the Service Desk Manager.

Requirements

• Knowledge of relevant call tracking applications.
• Knowledge and experience of customer service practices.
• Related experience and training in troubleshooting and providing help desk support
• Basic computer and operating system knowledge
• Interpersonal skills: such as telephony skills, communication skills, active listening and customer-care
• Ability to multi-task and adapt to changes quickly
• Technical awareness: ability to match resources to technical issues appropriately
• Typing skills to ensure quick and accurate entry of service request details
• Self-motivated with the ability to work in a fast moving environment
• Ability to read and write the Arabic language.
• Working knowledge of fundamental operations of relevant software, hardware and other equipment
• Knowledge and experience of customer service practices.
• ITIL V3 foundation or Intermediate certified Experience;
• Valid Driving license

About the Company

Saudi Networkers Services, incorporated in 2001 with an aim to provide the world class business and consulting services through a combination of market insight, technical excellence and unrivalled agile methodology.

Our success stems from building strong relationships and trusted partners, which enabled us delivering exceptional services to public sector, as well as some world's leading organizations, in Telecommunication, Information Technology, Cyber Security, Banking, Energy, Utilities and various other industry arenas.

We collaborate closely, ideate that how the work gets done, while working alongside businesses to collaborate on growth and applying breakthrough innovations, that drive exponential impact, managed by teams specialized in their assigned industry sectors.