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Company Name : Wipro Limited - Saudi Arabia

Service Desk Lead

Job Description

Role and Responsibilities

·        Well versed with complete ITIL terminology.

·        Complete knowledge of ITSM

·        Knowledge in Service Level Agreement

·        Handling Incident, Problem and Change Request

·        Keep track of tickets and close/ resolve them with in SLA

·        Should have sound knowledge and troubleshooting skills in Desktop, Laptop, Windows OS, MS Outlook, Printer’s Wi-Fi and others end user devices.

·        Monitor team performance periodically, Provides basic user orientation, help them to upskill and cross skill.

·        Help team on resolving both hardware and software related issues.

·        Provision of higher level/specialized assistance by IT specialists within the SD and EUC team.

·        Coordinates between third-party vendors and different domain to get the work done.

·        Knowledge in quality parameters of Service desk and EUC

·        Provides technical support for all IT Division personnel.

·        OS Imaging: Build, test, implement and regularly upgrade OS image for new desktop/laptop or as per customer

specific requirements

·        Independently generates solutions based on analytical, technical skills and business knowledge Mentor and train

·        other team members

·        Testing of new/old Hardware/software products for compatibility and performance.

·        Understand the new requirements / applications of customer and facilitate the testing of the same during UAT/pilot.

·        Knowledge Management: Create SOP’s for known solutions and script whichever possible

·        Should be able to Perform Root Cause Analysis for the incidents Handle technical escalations

·        Process Documentation: Ensure all process documents, maps and SOP’s are updated regularly.

·        Ability to prepare different periodic and adhoc report

·        Liaise with the wider Support Team regarding outstanding calls and managing customer expectations.

·        Provide good customer service at all times striving to exceed client and business expectations.

·        Provide day-to-day supervision of team members, ensuring work is allocated and completed effectively and to the required standards.

·        Knowledge of airport systems and applications, good grasping skills.

·        Proactive and clear communication skills

·        Quality, Policies and Process Knowledge

·        Should be good in client communication skills

·        Willing to Work on Shifts based on the projects need is necessary. Equally important, however, are strong interpersonal skills such as effective listening, empathy, patience, and the ability to careful walk a user through problem resolution steps either remotely or in person. In terms of remote support, the capacity to visualize what’s taking place on the user’s desktop is hugely beneficial.

·        A person may consider entering this field after attaining a non-technical university degree or a one or two year computer diploma from a local technical institute. However, a person with a Computer Science or Computer Engineering university degree won’t regret the solid hands on experience that a help desk support job will provide at the start of a technical career. Also, some formal training in particular products or technical areas is highly recommended. The aptitude to troubleshoot problems under pressure, and the ability to defuse excited and sometimes irate users or customers, are also valuable traits.

·        A help desk support analyst will, in time, move on to more advanced technical roles, such as system or network administrator, application developer, or database administrator. In doing so, this person should also move up the salary ladder.

·     To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.

The requirements listed below are representative of the knowledge, skills and / or abilities required:

·        Strong computer systems and peripherals knowledge

·        Ability to resolve problems in a timely manner and prevent reoccurring problems.

·        Willingness to grow and expand capabilities, interests and competencies

·        Strong understanding of application functionality and approaches

·        Strong and proven ability to render clear documentation and system specifications from interviews/discussions/workshops

·        Excellent written and verbal communication skills

·        Requires exceptional collaborative, teaming and consensus building abilities, as well as proficiency in cross-discipline, cross-organization and cross-product group cooperation.

·        Team spirit

Education and Experience:

·        Associates Degree/Diploma in Computer Science or Similar stream

·        At least 5-7 years’ experience in a helpdesk or technical support environment.

·        High level of English interpersonal skills and communication skills both written and oral.


Preferred Skills

·        Ability to provide quality service end users, co-workers and vendors

·        Ability to work independently and as a team member, organize and prioritize to meet work deadlines

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