Service Desk Engineer BMC Remedy(Outsource) Saudi National

Job Description

Job Description

·Own all Service Desk resolvable tickets until closure

·Provide first call resolution and build knowledge base.

·Leverage multiple communication channels from Communications, Space & Technology Commission (CST) business users, including voice, ITSM tool (BMC Remedy), self-service, email, and chat for accepting and resolving or routing Users’ tickets

·Log all tickets with requirement description in the ITSM system and categorize as Inquiry, Incident or Service Request.

·Categorize and prioritize Incidents and Service Requests and follow the respective SOPs (Standard Operation Processes) for first level resolution.

·Query and/or validate the end-user for all relevant information concerning the Inquiry, Incident or Service Request; including, but not limited to, endures name, end-user location/department, end-user phone number, inquiry, and severity, expected time of end-user call back from Service Desk

·Provide troubleshooting assistance for Incidents, Inquiries and Service Requests

·Route Incidents or Service Requests to the appropriate ((CST)) Level 2 support teams, if not resolvable at the Service Desk layer.

·Contact appropriate ((CST)) Level 2 and ((CST)) Level 3 support team to obtain clarifications of Service Request information for status and completion for all Service Desk resolvable tickets, manage and track trouble tickets and Service Requests that involve multiple third parties (e.g., vendors, service providers) and collaborate with designated third parties for resolution and closure.

·Escalate Incidents and Service Requests in accordance with Incident management and escalation procedures.

·Provide notification to end users for relevant planned events and changes

·Adhere to response and resolution targets for Incidents and Service Requests.

·Log and redirect to appropriate parties the non-Service Desk resolvable Incidents and Service Requests Develop and provide procedures to receive and respond to Incidents and Service Requests according to defined prioritization and resolution targets

·Re-open Service Request or Incident if the end-user indicates that the inquiry was not satisfactorily resolved.

·Resolve Incidents and diagnose underlying problems using remote control tools or with physical access

·Assist in implementing solutions or resolution documentation for recurring problems, as identified by trend analysis.

Requirements

·Bachelor’s degree in Computer Science or equivalent.

·ITIL Foundation (Must)

·3+ previous experience in Service Desk Operation using BMC Remedy tools or equivalent

·MCSA Certification or equivalent (Preferred)

·Fluent in Arabic and English