Technician - IT Service Desk

About the Role
The position involves ensuring that the Service Desk provides continuous support to customers through telephone and email channels, 24/7 all year round. You will serve as the first point of contact for technical assistance, requiring excellent communication and troubleshooting skills. The goal is to effectively resolve customer issues and enhance their experience through timely support while collaborating with other teams for escalated queries.

Key Accountabilities

• Ensure full availability of Service Desk telephone and email support 24/7X365 days.
• Serve as the first point of contact for customers seeking technical assistance over the phone or email.
• Pro-actively monitor support mailboxes and log in the system.
• Be responsible for resolving or escalating customer reported Incidents and Service Requests and log them in the service desk tool.
• Communicate effectively with customers, leveraging excellent verbal and written communication skills, coupled with thorough knowledge of products, services, tools, and Service Management processes.
• Perform remote troubleshooting through diagnostic techniques and pertinent questions.
• Determine the best solution based on the issue and details provided by customers.
• Direct unresolved issues to the next level of support resolver group.
• Provide accurate information on IT products or services.
• Record events and problems and their resolution in logs.
• Follow-up and update customer status and information.
• Relay any feedback or suggestions from customers to the appropriate internal team.
• Identify and suggest possible improvements on procedures.

Qualifications

• Bachelor’s degree.

Experience

• 1-3 years solid experience in a telecom environment.
• Telecom Engineering graduate or equivalent.
• Must have knowledge on using the HP Service Management tool.
• Proficient in MS Office.
• Ability to work effectively in a 24 x 7 x 365 environment.
• Must have a friendly disposition and good customer service skills to communicate technical situations effectively to non-technical personnel.
• Ability to handle multiple tasks, prioritize effectively, and ensure follow-through on each task assigned.
• Ability to express oneself clearly and concisely, both orally and in writing.

Skills

• Fluent in English; strong written and verbal communication skills (including strong legal drafting skills).
• Strong negotiating skills.
• Strong commercial focus, pragmatic and solutions-oriented.
• Well-organized and efficient, capable of managing time and prioritizing effectively.
• Results and outcomes-focused, producing high-quality output with minimal supervision.
• Professionalism, attention to detail, and quality.
• Teamwork, cooperation, and customer service orientation.
• PC skills (Word, Outlook, PowerPoint).
• Bilingual capability in Arabic and English is desirable but not essential.