Analyst - English, Arabic, Microsoft Windows

Job Summary

Responsibilities:

• \r\n· Provide hardware / software / network problem diagnosis / resolution via telephone/email/chat for customer’s end users\r\n· Route problems to internal 2nd and 3rd level IT support staff.\r\n· Coordinate and manage relationships with vendors and support staff that provide hardware / software / network problem resolution.\r\n· Administer and provide User account provisioning.\r\n· Use the Incident Management System to document and manage problems and work requests and their respective resolutions and circumvention's.\r\n. Responds to telephone calls, email, instant messages, and assigned tickets from users; Assign work orders / incidents to appropriate \r\n support teams and follow up until closure.\r\n. Respond to, and diagnose, problems through discussions with users, including problem recognition, logs, research, isolation, resolution, \r\n and follow-up steps; Provide level 1 remote desktop support and perform other activities based on SOPs\r\n. Perform user account management activities \r\n Escalate complex problem to appropriate support specialists\r\n Responsible for activities relating to the evaluation, analysis, and setup of PC-based software products (e.g., word processors, spreadsheets,\r\n presentation graphics, database management systems, electronic mail, and communications)\r\n. Troubleshoot client software and basic network connectivity problems\r\n. Identify, evaluate and prioritize customer problems and complaints\r\n. May train users and operators on a limited basis and/or may write training procedures\r\n. Participate in on-going training and departmental development\r\n. Routine maintenance updates with other IT staff and business units\r\n \r\n

Key Responsibilities

Responsibilities:

• \r\n· Provide hardware / software / network problem diagnosis / resolution via telephone/email/chat for customer’s end users\r\n· Route problems to internal 2nd and 3rd level IT support staff.\r\n· Coordinate and manage relationships with vendors and support staff that provide hardware / software / network problem resolution.\r\n· Administer and provide User account provisioning.\r\n· Use the Incident Management System to document and manage problems and work requests and their respective resolutions and circumvention's.\r\n. Responds to telephone calls, email, instant messages, and assigned tickets from users; Assign work orders / incidents to appropriate \r\n support teams and follow up until closure.\r\n. Respond to, and diagnose, problems through discussions with users, including problem recognition, logs, research, isolation, resolution, \r\n and follow-up steps; Provide level 1 remote desktop support and perform other activities based on SOPs\r\n. Perform user account management activities \r\n Escalate complex problem to appropriate support specialists\r\n Responsible for activities relating to the evaluation, analysis, and setup of PC-based software products (e.g., word processors, spreadsheets,\r\n presentation graphics, database management systems, electronic mail, and communications)\r\n. Troubleshoot client software and basic network connectivity problems\r\n. Identify, evaluate and prioritize customer problems and complaints\r\n. May train users and operators on a limited basis and/or may write training procedures\r\n. Participate in on-going training and departmental development\r\n. Routine maintenance updates with other IT staff and business units\r\n \r\n

Skill Requirements

Phone support experience necessary. \r\n· Technical helpdesk or technical call center experience is necessary. \r\n· Disciplined, systematic problem solving skills required. \r\n· Hands-on work experience with the following: \r\n· Windows Operating systems \r\n· Clients: Windows7, Windows 10, Windows XP, Windows 2000 \r\n· Knowledge of Active Directory, Office 365 \r\n· ITSM ticketing tools such as Remedy, HP Service Center, Peregrine Service Center \r\n· User account creation for Active Directory, Exchange Mailboxes, Distribution lists\r\n· Remote desktop connectivity applications like SMS, Bomgar, Web Ex, Live Meeting, and Windows Native tools \r\n· MS Office Suite (2007, 2010, 2016): MS-Word, MS-Excel, MS-PowerPoint, MS-Outlook, MS Project, and MS Visio\r\n· Internet browsers (e.g. Explorer, Chrome, Firefox), \r\n· VPN and remote dial-in users \r\n· Support for laptop, desktops, and printers \r\n· Mobile device support \r\n· Others: Adobe Acrobat and other common desktop applications\r\n· Prior experience of working on ITSM Systems like Service Now, Remedy etc.\r\n

Other Requirements

Ability to successfully provide hardware/software/network problem analysis and resolution support over the phone.\r\n· Personal dedication to providing high quality, superior service at all times. Ability to finish what is started is a must.\r\n· Ability to integrate as a cross-functional, team player in a fast-paced environment where all information is shared.\r\n· Ability to learn new information quickly and the willingness to do so at all times.\r\n· Ability to work flexible hours from time to time to cover for other help desk staff and to be on call via pager during the week.\r\n· Customer Focus\r\n· Teamwork\r\n· Technical Expertise\r\n· Interpersonal Effectiveness\r\n· Concern for Order and Quality\r\n \r\n· Ability to successfully provide hardware/software/network problem analysis and resolution support over the phone.\r\n· Personal dedication to providing high quality, superior service at all times. Ability to finish what is started is a must.\r\n· Ability to integrate as a cross-functional, team player in a fast-paced environment where all information is shared.\r\n· Ability to learn new information quickly and the willingness to do so at all times.\r\n· Ability to work flexible hours from time to time to cover for other help desk staff and to be on call via pager during the week.\r\n· Customer Focus\r\n· Teamwork\r\n· Technical Expertise\r\n· Interpersonal Effectiveness\r\n· Concern for Order and Quality\r\n