IT Service Desk Job In Kuwait


Job Id :100107863


Role : Information Technology Service Desk Engineer - (ITSD)

ITSD / Technical Service Disk shall create and update the status of each Trouble Ticket with in-progress/status reports and specifics of lessons learnt / knowledge database updates. Each end of shift ITSD staff shall review non closed Trouble Tickets to ensure that all appropriate status updates have been made.

ITSD is responsible to receive all technical complains through various channels of communication such as phone, emails and trouble tickets.
ITSD shall liaises with different departments, handling the end-user complains (Internal or External) and B2B customers, and communicate technical issues.
ITSD shall take ownership of all technical tickets and ensure that they are closed within the technical SLA for trouble tickets.
ITSD shall classify incoming technical complains from teams other than customer care to either incidents, service request, or customer complaint based on the type of the request
ITSD shall receive, validate and acknowledge requests from Customer and provide feedback, within the relevant time.
ITSD shall maintain a log of all customer's complains and monitor the complaint handling process while keeping the information updated
ITSD shall escalate and follow up the Customer and B2B Complaints which are not able to resolve by tier 1 to higher Tier or Vendor support as required to resolve the problem within the designated Service Level or KPI target times
ITSD shall update any unplanned or planned outages with details to Customer Care, Sales and retail branches to handle the customer or B2B complaints.

Experience : 4-6 Years’ service deck(ITSD) experience
Nationality: Arabic country.
Work Location: Kuwait

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Basic Details

Location : Kuwait City , Kuwait

Qualification :

Posted :

Job Type : Full-Time

Company : Kuwait Jobs

Contact Info

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