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Service Desk Lead

AlKhobar, Eastern Province · Information Technology
MUST HAVE Skills: L2 Remote Support skills for Desktop/Laptop/Printers, Software and Application, Service Now Ticketing tool
Job Description:
  • ITIL v3 Foundation trained or certified
  • Excellent troubleshooting skills (O365/VPN/Skype/Printer/Active Directory/MS-Office etc)
  • Understanding of Windows 10 operating system - knowledge of Windows OS 365 is must
  • Assisting with configuring/troubleshooting of Software and Hardware
  • Experience working with ServiceNow to log,track,close tickets
  • Understands performance reporting for all the SLAs and KPIs and ensures adherence to the SLAs
  • Experience in review and follow-up on ticket based Customer Satisfaction (CSAT) & Customer Dissatisfaction (DSAT) feedback
  • Good spoken and written skills
  • Provide an excellent level of customer service and professional communication
  • Working knowledge on Excel/Powerpoint/Word
  • Experience working with Customer
  • Understanding of managing overall responsibility for Processes, Escalations, Knowledge Management, Incident Management
  • Supports Global Service Desk Manager
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