JOB\_DESCRIPTION.SHARE.HTML CAROUSEL\_PARAGRAPH JOB\_DESCRIPTION.SHARE.HTML Riyadh, Saudi Arabia Tech Hiring 3110023
Job Description
Do
HelpDesk - Call Center Agent:
Job Scope:
Attend to IT Helpdesk enquiries over telephone call and emails. 2-4 years of relevant experience in same positions Log the enquiry as HD ticket and ensure ticket is categorized, prioritized, and assigned correctly. Capture adequate information for the ticket from the user for L1/L2/L3 team to troubleshoot the case and resolve. Follow up on in-progress / pending tickets with respective IT teams. Report statistics on HD tickets Monitor SLA and KPI of HD tickets along with user satisfaction. Compile periodic HD reports for management on HD performance. Propose and document topics for KB articles Perform other tasks as assigned by HD Lead. Requirements: Saudi National Familiar with software application installation, Windows OS, and MS Office suite Basic understanding of network. Excellent written and oral communication skills Willingness to learn, be flexible and work in team environment. Desktop Support
