Service Desk Agent

Job Details

Reporting Lines

Job Purpose

Provide customers with ongoing technical support and deliver fast and useful technical assistance on computer systems.

Job Responsibilities

Specific objectives and deliverables will be agreed as part of your annual Performance and Development Review (PDR) process, the points below are a summary of your main duties and responsibilities.

Job specific responsibilities:

1. Serve as the first point of contact for customers seeking technical assistance over the phone or e-mail.
2. Perform remote troubleshooting using diagnostic techniques to identify the root cause.
3. Determine the best solution based on the issue and details provided by customers.
4. Direct unresolved issues to the next level of support personnel (IT functions).
5. Record events and problems and their resolution in logs or the company’s service desk platform

.

KPIs (Key Performance Indicators)

• Customer experience 35%
• Issues solving SLAs / OLAs 40%
• FCR (First call Resolution) rate. 15%
• Technical Issues repetitive rate. 5%
• Reporting. 5%
• Record all handling calls into SW
• Average handling time equal 10 M

Competency Model

Technical competency level

Specifications: Qualifications, Experience, skills

Education: Bachelor

Specialization:

• Bachelor's degree of Commerce / Business Administration.
• Ability to diagnose and resolve basic technical issues.
• ITIL foundation knowledge.
• Tech savvy with working knowledge of Microsoft office products, databases and remote controls

Experience:

• Minimum 1 years of relevant experience.
• Experience as a help desk technician or other customer support role

Languages:

• English: Good command of (Speaking, reading, and writing).
• Arabic: Native command of (Speaking, reading, and writing).

Computer Skills:

• Microsoft Windows Skills: Advanced Level
• Microsoft Office Skills: Advanced Level
• Using Internet browsers: Advanced Level
• ERP / HRIS / ATS: N/A

Conditions of Employment