Job Summary

The Support Analyst will play a crucial role in delivering efficient Level 1 remote desktop support to customers, ensuring timely resolution of technical issues in both English and Arabic. This role emphasizes adherence to quality standards and service level agreements (SLAs), contributing to an exceptional customer experience and fostering operational excellence within the Support & Operations team.

Key Responsibilities

1. Provide Level 1 Remote Desktop Support By Diagnosing And Resolving Hardware, Software, And Network Issues Via Telephone, Email, And Chat In Arabic And English, Ensuring Compliance With The Agreed Sla For Ticket Volume And Resolution Time.
2. Adhere To Quality Standards, Including Voice And Accent Proficiency, Technical Monitoring, And Compliance With Regulatory Requirements And Company Policies.
3. Strive For Positive Customer Experience By Achieving First Call Resolution And Maintaining A Low Average Handling Time (Aht), Minimizing Rejected Resolutions And Case Reopenings.
4. Maintain High Availability And Efficiency In Logging In To Support Systems To Ensure Prompt Assistance For Customers.
5. Update Work Logs Accurately And Follow The Shift And Escalation Processes To Route Complex Issues To Appropriate Support Specialists Or Escalate To 2Nd And 3Rd Level It Support As Necessary.
6. Engage In Value-Adding Activities Such As Updating The Knowledge Base And Pursuing Self-Development Opportunities To Enhance Technical Skills And Service Delivery.

Skill Requirements

1. Proficiency In Arabic And English For Effective Communication With Customers And Team Members
2. Basic Knowledge Of Windows Operating Systems And Troubleshooting Techniques
3. Familiarity With Remote Desktop Support Tools And Ticketing Systems
4. Strong Problem-Solving Skills And A Customer-Centric Approach
5. Ability To Follow Processes And Standards In A Structured Environment

Other Requirements

1. Itil Foundation Certification Is Optional But Valuable For This Role