| Education: |
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Basic - Bachelors in Computer Application ( Computers ) , Bachelor of Science |
| Job Detail: |
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Maintain the customer care unit, providing adequate support to all IT
users ensuring accurate and timely technology support and problem
resolution.
IT User Support:
„XManage the help desk operations efficiently by responding and solving
user tickets wherever possible and escalating tickets to the right
person in case of complex problems.
Formal Procedures:
„XDevelop & maintain formal procedures to record & rectify
resolution of customer complaints in a consistent and cost effective
manner. Prioritise Calls:
„XImplement methodologies to identify and improve priority call
resolution, manage customer perceptions, and build strong internal
relationships in order to ensure consistent support to end users.
Data Centre:
„XMonitor the server status and data centre activities to ensure
activities are in line with expectations and any deviations are
reported to the concerned department.
Reporting:
„XProvide periodic reports to the senior management on the status of
help desk activities to ensure the management of the effectiveness of
the help desk operations. Policies & Procedures:
„XRecommend improvements to departmental procedure and direct the
implementation of instructions and controls covering the Helpdesk area
activity so that all relevant procedural/legislative requirements are
fulfilled while delivering a quality, cost-effective service to
customers.
New Projects:
„XIdentify opportunities for improvements to processes/procedures in IT
Operations and make recommendations to the team members.
Safety, Quality & Environment:
„XEnsure compliance to all relevant safety, quality and environmental
management policies, procedures and controls across the department to
guarantee employee safety, legislative compliance, delivery of high
quality products/service and a responsible environmental attitude.
The job holder prioritises the activities in the help desk unit. This
is the 2nd line support to all the end users and is responsible for
resolving (either by solving or escalating it to the right person) all
the end user complaints regarding IT and communication systems in the
organisation. The position needs good understanding of Marafiq business
processes in order to prioritise user requirements.
Profile:
Minimum Qualifications:
„XUniversity Degree in Computer Engineering/Science.
„XVocational Diplomas in relevant technical areas preferred.
„XMCS certification.
Minimum Experience:
„X4 -5 yearsˇ¦ experience in the field of IT customer care.
„XExperience of and exposure to helpdesk software.
Job-Specific Skills:
„XStrong knowledge and understanding of core Marafiq business process.
„XExpert understanding of Marafiq IT helpdesk processes and procedures.
„XStrong server maintenance and fault-finding skills.
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| Contact Person: |
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RaviShanker Kannan - HR Team |
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| Company Detail: |
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Adeed is a Saudi Private Company, Founded in 1995 to meet the demands
of the growing telecommunications & IT industry in Saudi Arabia.
Adeed was formed to provide, design, and build various integrated
Telecom & IT solutions for different organizations. In the same
time Adeed provides high professional Training, Systems Support,
Consultancy Services and Security Solutions for corporate and other
institutional facilities. Our Firm brings an integrated, total-facility
and Up-to date Solutions approach to the market. Telecom Department: •
Adeed considered one of the top 5 companies on the market of Saudi for
Telecom Services. • Adeed Providing full turnkey solution for this
field. • Adeed has a lot of projects and experience with global vendors
and operators in this field. IT Services: • Asset Management • E-
Business Development • Business and System Consulting (BSC) • Software
& Hardware Security • Banking Systems • Fleet Management • Quality
Assurance Outsourcing Department: Adeed provide a professional M/P on a
monthly Basis rate under Adeed Sponsorship from the following
countries: Canada UK Australia & New Zealand India Philippines
Jordon Egypt |
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