Key Responsibilities:
• User Support: Respond to incoming service requests via phone, email, or chat, providing timely and effective support to end users.
• Troubleshooting: Diagnose and resolve technical issues related to hardware, software, and network connectivity, escalating complex issues to senior support staff as necessary.
• Documentation: Maintain accurate records of support requests, solutions provided, and any follow-up actions taken using the IT service management tool.
• Communication: drafting Arabic and English communication in Arabic and English on behalf of IT Department to inform users and management about IT department activities.
• Knowledge Base Management: Contribute to and maintain the service desk knowledge base by documenting solutions and best practices.
• User Training: Assist in onboarding new users and provide training on common software applications and tools like Self-service portals, office applications.
• Monitoring and Reporting: Monitor ticket queues and assign requests to agents.
• System Maintenance: Participate in regular maintenance activities, to ensure optimal performance of IT services.
• Customer Service: Uphold high standards of customer service and communicate clearly and professionally with users to foster positive relationships.
Qualifications:
• Education: bachelor’s degree in information technology, Computer Science, or a related field (or equivalent work experience).
• Experience: 3-5 years of experience in a technical support role or service desk environment.
Technical Skills:
• Proficiency in Windows and Mac OS environments, common software applications (e.g., ITSM software, Microsoft Office, adobe acrobat professional), Familiarity with remote management tools, mobile device management (MDM) iOS and Android. Active directory, Cisco telephony. VPN, encryptions, print servers, Endpoint Security, Terminal services, PAM, virtualization, office 365, VDI Azure and Nutanix and basic networking concepts.
• Communication Skills: Strong verbal and written communication skills with the ability to explain technical concepts to non-technical users. Arabic and English language proficiency is must.
• Problem-Solving Skills: Excellent analytical and troubleshooting skills to identify issues and provide effective solutions.
• Certifications (preferred): CompTIA A+, ITIL Foundation, or similar certifications.
Management Solutions International (MSI), established in 1987, is one of the leading Human Resources and Management Consultancies, with over 30 years of Multi-industry experience. Headquartered in Virginia, USA, MSI currently has 6 Branches, working with prominent Government / Semi-Government, Multi-National Companies as well as SMEs. MSI, traditionally an Executive Recruitment Firm is a part of CFR Global Executive Search which is a growing alliance of independent Executive Search Companies having 59 Offices in 30 Countries. This gives MSI an edge with a Global database and allows them to effectively conduct Recruitment searches worldwide. Management Solutions International Overview In the latest acquisition, MSI acquired Petrolinx in 2013. Petrolinx is an Oil & Gas specialized entity with an ever increasing database of talent from various sectors, including Exploration & Drilling, Refining, Production, Petrochemical, Distribution. Petrolinx caters to the Government Clients as well and PMC and EPC Companies. Our strength lies in our Consultants’ industry specialisation who provide recruitment consultancy services to the clients in their respective sector. This focus allows our consultants to provide a better understanding of the supply of talent available for the specific role being recruited for. Also, because our consultants have prior industry knowledge they understand our clients’ businesses and can often offer unique perspectives that help clarify their needs and ensure better quality hiring decisions.