Tamheer – Service Management

Bupa Arabia


Date: 6 hours ago
City: Riyadh
Contract type: Full time
Job Description

Answer inbound calls to the IT Service hotline within agreed KPI

  • Log and create service desk ticket for issues and fulfillment and ensure ticket are assigned and categorized properly
  • Escalate support ticket to L2 support on time
  • Follow up escalated ticket and update user on status until closure
  • Document resolution before ticket closure to buld the knowledge database
  • Analyze service desk queue for trends and notify IT Support team leader as required
  • |Update the knowledge database for new resolutions discovered
  • Troubleshoot user issues over the phone or personally meeting with the users to resolve issues reported.
  • Install an configure application as requested by users for business needs
  • Modify and fine tune hardware setup to meet user requirements on peformance and stability
  • Monitor and maintain user system to ensure performance is optimal
  • Apply patches and fixes as recommended by software and hardware vendor
  • Install, configure and support printers, scanners and other IT related devices.
  • Transfer user stations as required by departmental managers
  • Assemble, install and configure user desktops and laptops
  • Assemble, install and configure printers, scanners and other IT related devices
  • Apply virus protection system and setup disk encryption for desktop and laptops before handing over to business users
  • Log configuration item details to the Configuration Management Database (CMDB) and ensure all changes in the item level is updated in the CMDB
  • Run daily night batch process for Caesar application
  • Ensure backup system is executed as per daily schedule
  • Perform Caesar backup restoration as per daily schedule
  • Escalate batch process issues to the development team on time and follow up resolution until closure.
  • Perform assigned daily health checks and escalate issues found to the Network and Systems team

Skills

  • Experience in desktop support
  • Experience in hardware and software configuration
  • Experience in Service Desk process
  • Knowledge in networking fundamentals and essentials

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