The role of the Service Desk Analyst is to be the face of IFZA IT and be the first point of contact for IT queries from IFZA employees. The job requires customer interaction either in person, electronically, or over the telephone, therefore, it is essential that the Service Desk Analyst possess effective communication abilities, both for oral communication as well as for documenting procedures. In addition, the ideal candidate should have excellent problem & frustration handling and possess the ability to explain technical issues clearly to non-technical users should the situation arise.
Main Responsibilities:
Being present on the IT Service desk and provide a welcoming environment for users
Answering and responding to inbound calls or electronic requests from end-users
Following up with reported complex incidents to ensure they are resolved, requests are filled, and the customer communication is complete
Taking ownership of issues and actively facilitating the resolution of reported incidents/user technical issues as they arrive
Using an ITSM tool to create, update, and manage tickets with precision and attention to detail
Identifying and classifying incident types and service interruptions
Logging incidents and requests into appropriate categorization on the IT ticketing system
Handling customers’ issues or requests with professionalism
Supporting problem identification
Recording incidents and cataloguing them by symptom and resolution
Escalating unresolved problems to a higher level of support when needed
• Ensuring IT Assets are assigned to users correctly and system is maintained
• Performing other job-related duties as assigned by Management
Requirements
Tertiary education in Computer Science, Engineering, or other relevant subjects OR equivalent in industry experience
Experience with IT Ticketing system (JIRA experience a plus)
Proven experience as a Service Desk Analyst or similar
Full English proficiency is required
Additional spoken languages are a plus
Advanced computer literacy is required e.g., MS Office
Proficiency in relevant information technologies and systems
Working knowledge of CRM systems
Excellent knowledge of technical management, information analysis, and of computer hardware/software systems
ITIL V3/V4 or has a clear understanding of Incident, Request, Problem and Change management
Advanced analytical and problem-solving skills
Excellent communication and interpersonal skills
Strong customer service and telephone etiquette
Ability to handle difficult customers while managing expectations via the telephone
Strong organizational abilities and attention to detail
Excellent time management and prioritization skills when handling multiple cases
Ability to interact confidently with others to explain problems and establish solutions
Ability to work collaboratively with other IT personnel to resolve user issues
Benefits
International team (over 50 nationalities)
24 annual leave days
Annual flight home
Life insurance plan
Medical insurance plan (with the option to upgrade at your own cost)
Access to exclusive Fazaa discounts (applicable in participating retail stores, food & beverage outlets, fitness clubs, cinemas, theme parks, clinics, and more)
Invitations to participate in various company functions, staff events, and department team building events
Opportunities to learn, develop and grow with the organization
Being part of a motivated team and Moving-Forward-Company-Culture
