Technical Service Desk- President's Office

Job Description: Technical Service Desk Specialist

• Serve as the first point of contact for end-users seeking technical assistance for computer-related issues.
• Respond to queries, run diagnostic programs, isolate issues, and determine and implement solutions.
• Log, track, and manage incidents and problems using ITSM tools (BMC Remedy).
• Proactively identify and resolve desktop-related incidents remotely.
• Understand and adhere to the principles of ITSM, particularly incident and problem management.
• Collaborate with internal teams to ensure prompt resolution of service interruptions and manage escalations appropriately.
• Maintain an understanding of AD (Active Directory), server infrastructures, and network fundamentals to assist in troubleshooting.
• Utilize Service Management Tool sets effectively to manage and report on incidents.
• Ensure the accurate documentation and management of configuration items using Configuration Management tools.
• Analyse service desk metrics, prepare comprehensive reports, and make informed recommendations to improve service efficiency and user satisfaction.

Requirements

• Minimum of 4+ years of technical experience in IT support or related fields.
• Advanced English and Arabic(preferred) knowledge, both written and verbal.
• Hands on experience with BMC Remedy.
• Extensive experience in providing remote technical support and managing desktop-related incidents.
• Familiarity with ITSM principles, particularly incident and problem management.
• Good knowledge of AD, servers, and network technologies.
• Hands-on experience with Service Management tools.
• Demonstrated knowledge in configuration management.
• ITIL v3 Foundation Exam Certificate (or higher) is preferred.
• Advanced English and Arabic(preferred) knowledge, both written and verbal.
• Proven analytical skills with a history of using data to make informed decisions and recommendations.
• Problem-solving skills and a customer-focused attitude.
• Ability to work in a fast-paced, dynamic environment and adapt to shifting priorities.