Executive Assistant

Job Description

Tamheer – Service Management

Job Description

1. Answer inbound calls to the IT Service hotline within agreed KPI
2. Log and create service desk ticket for issues and fulfillment and ensure ticket are assigned and categorized properly
3. Escalate support ticket to L2 support on time
4. Follow up escalated ticket and update user on status until closure
5. Document resolution before ticket closure to build the knowledge database
6. Analyze service desk queue for trends and notify IT Support team leader as required
7. Update the knowledge database for new resolutions discovered
8. Troubleshoot user issues over the phone or personally meeting with the users to resolve issues reported
9. Install and configure applications as requested by users for business needs
10. Modify and fine-tune hardware setup to meet user requirements on performance and stability
11. Monitor and maintain user systems to ensure performance is optimal
12. Apply patches and fixes as recommended by software and hardware vendors
13. Install, configure, and support printers, scanners, and other IT-related devices
14. Transfer user stations as required by departmental managers
15. Assemble, install, and configure user desktops and laptops
16. Assemble, install, and configure printers, scanners, and other IT-related devices
17. Apply virus protection system and setup disk encryption for desktops and laptops before handing over to business users
18. Log configuration item details to the Configuration Management Database (CMDB) and ensure all changes at the item level are updated in the CMDB
19. Run daily night batch process for Caesar application
20. Ensure backup system is executed as per daily schedule
21. Perform Caesar backup restoration as per daily schedule
22. Escalate batch process issues to the development team on time and follow up resolution until closure
23. Perform assigned daily health checks and escalate issues found to the Network and Systems team

Skills

1. Experience in desktop support
2. Experience in hardware and software configuration
3. Experience in Service Desk process
4. Knowledge in networking fundamentals and essentials

Job Location: Riyadh, Saudi Arabia

Job Role: Information Technology

Years of Experience: Min: 0 Max: 1

Job Requirements

No specific requirements listed.