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Service Desk Analyst
Emdad By ElmMedina, Medina Province, Saudi Arabia30+ days ago
Job descriptionDiploma degree in Computer or related field or equivalent work experience Minimum of 2 years of experience in a service desk or technical support role Excellent troubleshooting and problem-solving skills Strong customer service orientation and interpersonal skills Strong knowledge of Microsoft Windows operating systems and Microsoft Office applications Knowledge of virtualized environments such as VMware or Microsoft Hyper-V Experience with Active Directory and Exchange Preferably with data analysis experience Associate Full-time Information Technology and Analyst Software Development and Information Services
Overview
Join to apply for the Service Desk Analyst role at Emdad By Elm .
A Service Desk Analyst plays a critical role in any organization, acting as the front-line support for all IT-related queries and issues.
Responsibilities
- Provide first-level technical support to end-users via phone, email or in-person
- Troubleshoot hardware and software issues, network connectivity problems and peripheral equipment malfunctions
- Log all incidents and service requests in the service desk system and ensure timely closure of tickets
- Escalate complex incidents or requests to senior team members or other teams as required
- Evaluate and prioritize incidents based on impact and urgency, and take necessary actions to meet established service level agreements (SLAs)
- Install, configure and maintain hardware and software systems as required
- Create and maintain documentation related to service desk procedures, troubleshooting guides and end-user training manuals
- Participate in service desk projects and initiatives as required
- Provide end-user training on basic technology use and best practices
Qualifications
Seniority level
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Service Desk Analyst • Medina, Medina Province, Saudi Arabia