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* Ownership of incidents from registration until closure.
* Handling Service Desk Calls whether during working hours or through on-call arrangements.
* Logging all relevant incident/service request details, allocating categorization and prioritization codes
* Providing first-line investigation and diagnosis.
* Resolving incidents/service requests where applicable.
* Escalating incidents/service requests to related functional line of support for incidents that cannot be resolved by them.
* Escalating incidents/service requests to related hierarchal line of management for incidents that cannot be resolved within agreed timescales
* Closing all resolved incidents, requests and other calls after confirming closure with the Users
* Conducting customer/user satisfaction call-backs/surveys as agreed
* Communication with users - keeping them informed of incident progress, notifying them of impending changes or agreed outages, etc.
* Fulfilling service requests for which a pre-defined approval and qualification process exists
* Providing information to users about the availability of services and the procedure for obtaining them.
* Providing the components of requested standard services (e.g. licenses and software media) if agreed.
* Assisting with user complaints, inquiries or comments.
* Identifying additional service or training requirements for the Users.
* Any other service management task assigned by the management (ex. availability logs, systems monitoring, etc…)
* Adhering to IT policies and procedures and country regulations.
* Participate in maintaining the Knowledge Base by suggesting new entries.
* Identifying and flagging Major incidents.
Job Details
| Date Posted: | 2016-07-25 |
| Job Location: | Amman, Jordan |
| Job Role: | Technology/IT |
| Company Industry: | Banking |
Preferred Candidate
| Career Level: | Mid Career |
| Nationality: | Jordan |
| Degree: | Bachelor's degree |
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