Service Desk SD Specialist

Job Description

• Acting as a single point of contact to support service users and customers reporting issues, requesting information, access, or other services, for all users in RAC, KKIA and outsiders
• Identify and diagnose issues and problems
• Categorize and record reported queries and provide solutions on L1 support
• Advise users on appropriate course of required action
• Monitor issues from start to resolution
• Monitoring, responding, follow ups through SD mailbox and calls.
• Escalate, if needed, unresolved problems to a higher level of support
• Provide essential online support
• Managing one or more customer service or service desk functions.
• Receives, logs and handles requests for service, following agreed procedures.
• Promptly allocates calls as appropriate.
• Identifies and classifies incident types and service interruptions
• Records incidents cataloging them by symptom and resolution
• Identify the Impact and urgency to assess priority and log tickets accordingly
• Invoke Major Incident process and follow the communication matrix
• Coordinate with Vendors, technical teams and take them in to Major Incident calls on need basis.
• Keep end users posted on the progress of their incidents & requests logged
• Providing relevant periodic and ad hoc reports