Service Desk Analyst (Arabic)

Responsibilities :-

 Provide hardware / software / network problem diagnosis / resolution via telephone/email/chat

for customer’s end users Handle calls, Chats, emails, self support portal tickets from end users.

 Provide VIP support.

 Route problems to internal 2nd and 3rd level IT support staff.

 Coordinate and manage relationships with vendors and support staff that provide hardware /

software / network problem resolution.

 Administer and provide User account provisioning.

 Use the Incident Management System to document and manage problems and work requests

and their respective resolutions and circumventions.

 Responds to telephone calls, email, instant messages, and assigned tickets from users; Assign

work orders / incidents to appropriate support teams and follow up until closure.

 Respond to, and diagnose, problems through discussions with users, including problem

recognition, logs, research, isolation, resolution, and follow-up steps; Provide level 1 remote

desktop support and perform other activities based on SOPs

 Perform user account management activities

 Escalate complex problem to appropriate support specialists

 Responsible for activities relating to the evaluation, analysis, and setup of PC-based software

products (e.g., word processors, spreadsheets, presentation graphics, database management

systems, electronic mail, and communications)

 Troubleshoot client software and basic network connectivity problems

 Identify, evaluate and prioritize customer problems and complaints

 May train users and operators on a limited basis and/or may write training procedures

 Participate in on-going training and departmental development

 Routine maintenance updates with other IT staff and business units

 Provide all required documentation including standards, configurations and diagrams

 Provide knowledge transfer of EUC operations

Technical Requirements

 Phone support experience necessary.

 Technical helpdesk or technical call center experience is necessary.

 Disciplined, systematic problem solving skills required.

 Hands-on work experience with the following:

 Windows Operating systems

 Clients: Windows7, Windows Vista, Windows XP, Windows 2000

 Servers: Windows 2000, Windows 2003, Windows 2008,

 Knowledge of Active Directory, Exchange 2003/2007

 ITSM ticketing tools such as Remedy, HP Service Center, Peregrine Service Center

 User account creation for Active Directory, Exchange Mailboxes, Distribution lists

 Remote desktop connectivity applications like SMS, Bomgar, WebEx, Live Meeting, and

 Windows Native tools

 MS Office Suite (XP, 2003, 2007): MS-Word, MS-Excel, MS-PowerPoint, MS-Outlook, Project,

and MS Vision

 Internet browsers (e.g. Explorer, Chrome, Firefox),VPN and remote dial-in users

 Support for laptop, desktops, and printersOthers: Adobe Acrobat and other common

desktop applications like Winzip, etc

Soft Skills

 Excellent communication and conversation skills (Verbal and Written)

 Good documentation skills

 Good working knowledge of MS OFFICE

 Should have a great customer handling skills

 Able to handle unforeseen situations

 High level of acceptance

Job Type: Full-time

Pay: Up to RM6,000.00 per month

Schedule:

• Day shift
• Monday to Friday