bayt.com
Job Description
The Service Desk Specialist will be the first point of contact for resolving IT-related issues and providing technical support to employees. This role is vital in ensuring the smooth operation of IT services and helping users resolve their technology-related challenges
§ Serve as the primary contact for IT support, responding to and resolving user-reported issues, incidents, and service requests.
§ Provide timely and effective technical support through various channels, including phone, email, and chat.
§ Troubleshoot hardware and software problems, guiding users through the resolution process.
§ Document and prioritize support requests, ensuring accurate and efficient case management.
§ Escalate more complex issues to appropriate IT teams or Vendors and follow up on the resolution.
§ Assist with software installations, updates, and configuration on users’ devices.
§ Provide user training and guidance on best practices for IT usage.
§ Contribute to the improvement of IT service quality and efficiency by identifying recurring issues and suggesting solutions.
§ Stay current with technology trends and participate in training and development activities.
Skills
§ Computer Science or equivalent degree graduate
§ 7 + years’ experience handling a Service Desk team in a small to mid-sized bank.
§ Understanding/experience of Islamic banking products
§ Strong skills and experience in producing management presentations.
§ Strong analytical skills
§ Ability to work in a fast-paced environment and manage well through ambiguity and complexity.
§ Ability to execute and follow through to completion and documentation.
Excellent communication (oral and written), presentation skills, and experience in liaising with external parties.