Administrator - Service Desk
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Key skills for this role
About the Role
Microland seeks a Service Desk Administrator in Riyadh to handle incoming calls, emails, and chat, provide initial troubleshooting, and route tickets. Requires a diploma, basic IT support skills, and HDI/ITIL certification preferred.
Key Skills for This Role
Responsibilities
- Handle incoming calls, emails and chat from the user may require working on rotational shift
- Ability to comprehend end users from International locations over the phone
- Recording, classifying and prioritizing tickets
- Providing initial support and troubleshooting based on Knowledge Base articles
- Taking a remote of an end users machine if required while troubleshooting
- Routing requests to the appropriate support groups/third party suppliers when tickets are not resolved during initial support
- Monitoring the status and documenting the progress towards resolution of all open tickets
- Keeping affected users informed about the progress
- Resolution confirmation and closure of tickets within the SLA
Requirements
- Diploma
- Basic troubleshooting on different versions of Windows OS
- Understanding of desktop applications, installation and uninstallation
- Ability to support users in business applications based on SOPs
- Ability to carry out Disk management, Disk Encryption, Wireless configuration
- Ability to Install and configure email client, troubleshoot connectivity issue
- Technical understanding of native backup management tools and different types of backups
- Basic Networking
Full Job Posting
Education Qualification
- Diploma
Skills
- Primary Technology | End User Issues | Printer+Scanner+Outoook+MS Office+Applications | 3 Experienced
Certification
- Technology | IT Certifications | HDI Certification | ITIL Foundation
Details
- Handle incoming calls, emails and chat from the user may require working on rotational shift
- Ability to comprehend end users from International locations over the phone
- Recording, classifying and prioritizing tickets
- Providing initial support and troubleshooting based on Knowledge Base articles
- Taking a remote of an end users machine if required while troubleshooting
- Routing requests to the appropriate support groups/third party suppliers when tickets are not resolved during initial support
- Monitoring the status and documenting the progress towards resolution of all open tickets
- Keeping affected users informed about the progress
- Resolution confirmation and closure of tickets within the SLA
Technical Skills
- Basic troubleshooting on different versions of Windows OS. E.g., Windows XP. Windows 7, Windows 10 and Windows 11
- Understanding of desktop applications, installation and uninstallation
- Ability to support users in business applications based on SOPs
- Troubleshooting Desktop/Application remotely
- Ability to carry out Disk management, Disk Encryption, Wireless configuration
- Ability to check utilization and availability, ability to perform start up and shut down services by following SOP
- Ability to Install and configure email client, troubleshoot connectivity issue
Backup and Recovery
- Technical understanding of native backup management tools and different types of backups.
- Ability to provide SOP based support for configuring and troubleshooting backup related issues
- Basic Networking
Desired Skills
- Basic understanding of virtual infrastructure and Cloud (AWS, Azure and Google cloud)
Location
- Saudi Arabia Riyadh
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