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Service Desk Analyst Information Technologyتكنولوجيا المعلوماتService Desk Analyst Service Desk Analyst 5/30/2020 9:00:00 PM<p><strong class="ms-rteThemeForeColor-2-5" style="font-family:arial;font-size:10.5pt;">Qualifications:</strong></p><p><span class="ms-rteThemeForeColor-2-5" style="font-family:arial;font-size:10pt;">Diploma in Computer Science or IT; Bachelors degree is preferred</span></p><p><span class="ms-rteThemeForeColor-2-5" style="font-family:arial;font-size:10pt;">Certification on ITIL Service Management  or equivalent.</span></p><p><strong class="ms-rteThemeForeColor-2-5" style="font-family:arial;font-size:10.5pt;">Experience:</strong></p><p><span class="ms-rteThemeForeColor-2-5" style="font-family:arial;font-size:10pt;">5-7 years of experience in IT Support or helpdesk operations.</span></p><p><span class="ms-rteThemeForeColor-2-5" style="font-family:arial;font-size:10pt;">Working  knowledge on  desktop hardware,  operating system, software application  and network troubleshooting.</span></p><p><span class="ms-rteThemeForeColor-2-5" style="font-family:arial;font-size:10pt;">Strong knowledge and experience in ITIL service desk implementation and performance tuning.</span></p><p><strong class="ms-rteThemeForeColor-2-5" style="font-family:arial;font-size:10.5pt;"><strong>Skills:</strong></strong></p><p><span class="ms-rteThemeForeColor-2-5" style="font-family:arial;font-size:10pt;">Good Knowledge about Computers & Operating systems.</span></p><p><span class="ms-rteThemeForeColor-2-5" style="font-family:arial;font-size:10pt;">Ability to learn & adopt to new networks installed at Woqod.</span></p><p><span class="ms-rteThemeForeColor-2-5" style="font-family:arial;font-size:10pt;">Communication Skills</span></p><p><span class="ms-rteThemeForeColor-2-5" style="font-family:arial;font-size:10pt;">High-level experience in customer support services.</span></p><p><span class="ms-rteThemeForeColor-2-5" style="font-family:arial;font-size:10pt;">Analytical mindset.</span></p><p><span class="ms-rteThemeForeColor-2-5" style="font-family:arial;font-size:10pt;">Ability to formulate plans, designs, practices, policies and procedures related to operation and new projects.</span></p><p>​<strong class="ms-rteThemeForeColor-2-5" style="font-family:arial;font-size:10.5pt;">Qualifications:</strong></p><p><span class="ms-rteThemeForeColor-2-5" style="font-family:arial;font-size:10pt;">Diploma in Computer Science or IT; Bachelors degree is preferred</span></p><p><span class="ms-rteThemeForeColor-2-5" style="font-family:arial;font-size:10pt;">Certification on ITIL Service Management  or equivalent.</span></p><p><strong class="ms-rteThemeForeColor-2-5" style="font-family:arial;font-size:10.5pt;">Experience:</strong></p><p><span class="ms-rteThemeForeColor-2-5" style="font-family:arial;font-size:10pt;">5-7 years of experience in IT Support or helpdesk operations.</span></p><p><span class="ms-rteThemeForeColor-2-5" style="font-family:arial;font-size:10pt;">Working  knowledge on  desktop hardware,  operating system, software application  and network troubleshooting.</span></p><p><span class="ms-rteThemeForeColor-2-5" style="font-family:arial;font-size:10pt;">Strong knowledge and experience in ITIL service desk implementation and performance tuning.</span></p><p><strong class="ms-rteThemeForeColor-2-5" style="font-family:arial;font-size:10.5pt;"><strong>Skills:</strong></strong></p><p><span class="ms-rteThemeForeColor-2-5" style="font-family:arial;font-size:10pt;">Good Knowledge about Computers & Operating systems.</span></p><p><span class="ms-rteThemeForeColor-2-5" style="font-family:arial;font-size:10pt;">Ability to learn & adopt to new networks installed at Woqod.</span></p><p><span class="ms-rteThemeForeColor-2-5" style="font-family:arial;font-size:10pt;">Communication Skills</span></p><p><span class="ms-rteThemeForeColor-2-5" style="font-family:arial;font-size:10pt;">High-level experience in customer support services.</span></p><p><span class="ms-rteThemeForeColor-2-5" style="font-family:arial;font-size:10pt;">Analytical mindset.</span></p><p><span class="ms-rteThemeForeColor-2-5" style="font-family:arial;font-size:10pt;">Ability to formulate plans, designs, practices, policies and procedures related to operation and new projects.</span></p><p><span style="font-family:arial;font-size:10.5pt;">​<span lang="EN-GB" style="line-height:107%;"><strong><font color="#000000">JOB OBJECTIVE</font></strong></span>:</span></p><p><span style="line-height:107%;font-family:arial;font-size:10pt;"><font color="#000000">To handle day-to-day IT Service Help Desk operations and provide first level support to resolve reported technical problems or route complaints/requests to support engineer or the relevant IT functions as per the complexity of the task. Maintain & monitor request logs to follow up on the requests received.</font></span></p><p><span class="ms-rteThemeForeColor-2-5" style="line-height:107%;font-family:arial;font-size:10.5pt;"><span lang="EN-GB" style="line-height:107%;"><strong>Description</strong></span></span></p><p><strong class="ms-rteThemeForeColor-2-5" style="font-family:arial;font-size:10.5pt;">Help Desk Operations</strong></p><p><span class="ms-rteThemeForeColor-2-5" style="font-family:arial;font-size:10pt;">Establish a continuous contact with the users across all subsidiaries of Woqod to ensure providence of IT Support & friendly use at all times.</span></p><p><span class="ms-rteThemeForeColor-2-5" style="font-family:arial;font-size:10pt;">Identify end-user and customer requirements on technical support and information respectively, study their expectations and follow the designed framework: Direct Support on basic support requests.</span></p><p><span class="ms-rteThemeForeColor-2-5" style="font-family:arial;font-size:10pt;">Ensure rapid and effective response/resolution for major or high incidents.</span></p><p><span class="ms-rteThemeForeColor-2-5" style="font-family:arial;font-size:10pt;">Monitor and conduct follow-up on incidents/issues that are pending/stalled or open with the assigned IT support section team.</span></p><p><strong class="ms-rteThemeForeColor-2-5" style="font-family:arial;font-size:10.5pt;">Basic IT Support</strong></p><p><span class="ms-rteThemeForeColor-2-5" style="font-family:arial;font-size:10pt;">Provide basic IT support for problems and issues resulting from errors and problems with implemented systems, applications etc to ensure minimum loss of service due to encountered errors.</span></p><p><span class="ms-rteThemeForeColor-2-5" style="font-family:arial;font-size:10pt;">Work closely with the support team to meet the company's service level agreement with the end-user.</span></p><p><strong class="ms-rteThemeForeColor-2-5" style="font-family:arial;font-size:10.5pt;">Escalation Management</strong></p><p><span class="ms-rteThemeForeColor-2-5" style="font-family:arial;font-size:10pt;">Provide information on policies and procedures for escalation of issues and problems related to IT issues to all the helpdesk users. </span></p><p><strong class="ms-rteThemeForeColor-2-5" style="font-family:arial;font-size:10.5pt;">Project Filing</strong></p><p><span class="ms-rteThemeForeColor-2-5" style="font-family:arial;font-size:10pt;">Maintain & update a project file for each project, to track service delivery & record the progress of the project.</span></p><p>​<font style="font-size:10.5pt;"><font face="Arial"><span lang="EN-GB" style="line-height:107%;"><strong><font color="#000000">JOB OBJECTIVE</font></strong></span>:</font></font></p><p><span style="line-height:107%;font-family:arial;font-size:10pt;"><font color="#000000">To handle day-to-day IT Service Help Desk operations and provide first level support to resolve reported technical problems or route complaints/requests to support engineer or the relevant IT functions as per the complexity of the task. Maintain & monitor request logs to follow up on the requests received.</font></span></p><p><span class="ms-rteThemeForeColor-2-5" style="line-height:107%;font-family:arial;font-size:10.5pt;"><span lang="EN-GB" style="line-height:107%;"><strong>Description</strong></span></span></p><p><strong class="ms-rteThemeForeColor-2-5" style="font-family:arial;font-size:10.5pt;">Help Desk Operations</strong></p><p><span class="ms-rteThemeForeColor-2-5" style="font-family:arial;font-size:10pt;">Establish a continuous contact with the users across all subsidiaries of Woqod to ensure providence of IT Support & friendly use at all times.</span></p><p><span class="ms-rteThemeForeColor-2-5" style="font-family:arial;font-size:10pt;">Identify end-user and customer requirements on technical support and information respectively, study their expectations and follow the designed framework: Direct Support on basic support requests.</span></p><p><span class="ms-rteThemeForeColor-2-5" style="font-family:arial;font-size:10pt;">Ensure rapid and effective response/resolution for major or high incidents.</span></p><p><span class="ms-rteThemeForeColor-2-5" style="font-family:arial;font-size:10pt;">Monitor and conduct follow-up on incidents/issues that are pending/stalled or open with the assigned IT support section team.</span></p><p><strong class="ms-rteThemeForeColor-2-5" style="font-family:arial;font-size:10.5pt;">Basic IT Support</strong></p><p><span class="ms-rteThemeForeColor-2-5" style="font-family:arial;font-size:10pt;">Provide basic IT support for problems and issues resulting from errors and problems with implemented systems, applications etc to ensure minimum loss of service due to encountered errors.</span></p><p><span class="ms-rteThemeForeColor-2-5" style="font-family:arial;font-size:10pt;">Work closely with the support team to meet the company's service level agreement with the end-user.</span></p><p><strong class="ms-rteThemeForeColor-2-5" style="font-family:arial;font-size:10.5pt;">Escalation Management</strong></p><p><span class="ms-rteThemeForeColor-2-5" style="font-family:arial;font-size:10pt;">Provide information on policies and procedures for escalation of issues and problems related to IT issues to all the helpdesk users. </span></p><p><strong class="ms-rteThemeForeColor-2-5" style="font-family:arial;font-size:10.5pt;">Project Filing</strong></p><p><span class="ms-rteThemeForeColor-2-5" style="font-family:arial;font-size:10pt;">Maintain & update a project file for each project, to track service delivery & record the progress of the project.</span></p>

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