Analyst - English, Arabic, Microsoft Windows

Job Summary

Service Desk Agent – L1- Englishrn Responsible for Service ticket creation / assignment/ categorization / prioritization/ escalation/ tracking/ closure and feedback as per defined SLA in the SOW.rn Responsible to acknowledge issues reported by users through Calls/Chat/Email/Portal during the assigned periodrn Follow Knowledge articles for resolving technical issues and follow the defined processes (SOPs/SOWs) while attempting to resolve the Incidents.rn Ownership of the ticket until support taken L2rn Routing / chasing of tickets with other resolver groups.rn Identifying the trend of calls / tickets and highlighting it to Incident manager as applicable for Outage confirmation.rn Creating child tickets and tagging them with Parent ticket.rn Gather information about the latest updates on the high severity incident and convey the same to the customersrn Callback the user and confirm resolution (wherever applicable)Ownership of the ticket until support taken from L2rn Proactive queue managementrnVIP call handlingrn Should have how to experience on Exchange, Network and intunern Should be well versed with Windows 10/11rn Should be excellent in Communication Skills.rnCEFR Grade B2 with Spoken score above 55.

Key Responsibilities

1. Provide Level 1 Remote Desktop Support By Diagnosing And Resolving Hardware, Software, And Network Issues Via Telephone, Email, And Chat In Arabic And English, Ensuring Compliance With The Agreed Sla For Ticket Volume And Resolution Time.

2. Adhere To Quality Standards, Including Voice And Accent Proficiency, Technical Monitoring, And Compliance With Regulatory Requirements And Company Policies.

3. Strive For Positive Customer Experience By Achieving First Call Resolution And Maintaining A Low Average Handling Time (Aht), Minimizing Rejected Resolutions And Case Reopenings.

4. Maintain High Availability And Efficiency In Logging In To Support Systems To Ensure Prompt Assistance For Customers.

5. Update Work Logs Accurately And Follow The Shift And Escalation Processes To Route Complex Issues To Appropriate Support Specialists Or Escalate To 2Nd And 3Rd Level It Support As Necessary.

6. Engage In Value-Adding Activities Such As Updating The Knowledge Base And Pursuing Self-Development Opportunities To Enhance Technical Skills And Service Delivery.

Skill Requirements

1. Proficiency In Arabic And English For Effective Communication With Customers And Team Members

2. Basic Knowledge Of Windows Operating Systems And Troubleshooting Techniques

3. Familiarity With Remote Desktop Support Tools And Ticketing Systems

4. Strong Problem-Solving Skills And A Customer-Centric Approach

5. Ability To Follow Processes And Standards In A Structured Environment

Other Requirements

1. Itil Foundation Certification Is Optional But Valuable For This Role