Job Description
- The Service Desk Analyst delivers
maintenance for a primary incident solution, and it is reported to the
centralized division of service desk. Usually, responsibilities include initial
test, allocation of the task, research, and resolution of primary incidents and
requests concerning the use of application software and hardware products along
with infrastructure constituents.
- The Service Desk Analyst is accountable for
gathering information through a client conversation, log on to support tools,
and additional support staff (service resources) if needed. Issues outside the
scope of their capability or responsibility are fixed by engaging in routine
other service resources from other facilities, unit, organizational groups, or
the businesses service desk.
- Service Desk Analysts fixes the cases
informed by consumers or customers. The Service Desk Analysts typically offer
the first point of contact with the client. During the incident resolving
process, analysts work with other experts, vendors, and specialists to solve
the incidents for the customers.
- Service Desk Analysts also generate
provision of requirements for users in the self-service intranet, update
requirements, and look up the position of requests.
Duties of Service Desk Analysts may vary,
but core responsibilities include the following:
- Manage Support Requests
- Accelerate Complex Cases
- Manage Service Documentation
- Fine tuning, Installation, and
configuration of current and new modules.
- Troubleshoot in case of any issue occurred.
- Open tickets with vendor if needed.
- Reports creation and customization.
- Integration with any NPCDR current or
expected systems.
RequirementsCertification
Requirements:
- Bachelor’s degree in Computer Science or
equivalent.
- ITIL Expert (Must)
- ISO 20000 Foundation (Preferred)
- ManageEngine Certified Solution Expert (Preferred)
- Microsoft Certified System Engineer -
(Preferred)
- CCNA (Preferred)
Technical Skills:
- 3 +Experience in ManageEngine SD or similar
technology: BMC, ServiceNow Microsoft, SolarWinds, ...
- Should be a practitioner in the area,
focused on core IT Service Management / ITIL functions.
- Experience being involved in different
types of solution implementations
- Good technical background with the ability
to discuss architecture, hardware, and software.
- Good Experience with CMDB, Asset
Management.
- IT networking skills and experience
- Excellent understanding of Windows, UNIX
and Linux infrastructure including File System, Registry, Active Directory,
user profiles, security.
- Understanding of virtualized technologies
such VMWare and Hyper-V
- Acceptable
experience with databases such as MYSQL, PostgreSQL, MSSQL
Job Details
- Job Location
- Riyadh Saudi Arabia
- Company Industry
- Other Business Support Services
- Company Type
- Unspecified
- Employment Type
- Unspecified
- Monthly Salary Range
- Unspecified
- Number of Vacancies
- Unspecified