IT Problem and Knowledge Management Specialist
Solex Plus
Date: 1 week ago
City: Riyadh
Contract type: Full time
Job Description:
As a Service Desk Engineer, you will be responsible for providing technical support to our clients and ensuring the smooth operation of their IT systems. Your main focus will be on problem and knowledge management, where you will be responsible for identifying, analyzing, and resolving technical issues for our clients.
Key Responsibilities:
As a Service Desk Engineer, you will be responsible for providing technical support to our clients and ensuring the smooth operation of their IT systems. Your main focus will be on problem and knowledge management, where you will be responsible for identifying, analyzing, and resolving technical issues for our clients.
Key Responsibilities:
- Monitor and respond to incoming technical support requests from clients.
- Diagnose and troubleshoot technical issues related to hardware, software, and network systems.
- Utilize problem management techniques to identify the root cause of issues and implement effective solutions.
- Develop and maintain a knowledge base to document and share solutions for common technical issues.
- Collaborate with other team members to resolve complex technical problems.
- Communicate with clients in a professional and timely manner to provide updates and resolution of their technical issues.
- Proactively identify potential problems and provide recommendations for improvement.
- Keep up-to-date with the latest technologies and industry trends related to problem and knowledge management.
- Validate the Incident Report for the appropriate update and ensure that the RCA is delivered as required
- Initiate problem management on all P1and P2 tickets
- Bachelor's degree in Computer Science, Information Technology, or a related field.
- Minimum 1 / 2 years of Problem / Knowledge Management experience
- Strong knowledge of problem management techniques and methodologies.
- Experience with knowledge management systems and tools.
- Excellent troubleshooting and problem-solving skills.
- Strong communication and interpersonal skills.
- Ability to work independently and in a team environment
- Experience in Service now ticketing tool added advantage
- ITIL certification is a plus.
- Excellent in English.
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