Service Desk Support Analyst – Kuwait Finance House – Kuwait

Service Desk Operation Support Management

  • Ensure End users will have effective provision of offered services, in accordance with defined SLAs, to fulfill IT and user requirements by run daily IT systems operations and implement the annual plans and to maximize their potential.
  • Ensure that the end user issues are clearly logged (including its registration on vendors Help Desks) on time as per agreed priority matrix attached with all available documents and evident’ and keep follow up until its being resolved and closed.
  • · Cooperate with IT End user service (EUS) technicians, IT applications support function to supervise IT operation support for KFH systems Environments through providing efficient IT services Desk support and follow up of users issues or requests as first line of support.
  • Ensure that the services provided are running as per defined SLAs, while proactively identifying areas of improvement and recommending solutions.
  • Ensure all business users’ calls received and respond efficiently also ensure to minimize the waiting or terminating calls as per agreed levels seeking user’s satisfaction for the level of providing efficient and professional helps disk services.
  • Proper follow up the received users calls with the concerns support staff to ensure users issues or requests are implemented on timing manner, also insure that the users informed on the status of their issues and requests calls.
  • Ensure properly register the received issues and requests on time and in proper details having all stander information and forms in proper definition for the case priorities and urgency category as per agreed priority definition matrix
  • Offer troubleshooting services for applications or hardware complains to clarify user’s cases and implement solutions and workarounds or facilitate business continuity based on existent experiences.

Job Details

Posted Date: 2020-01-23
Job Location: Al Kuwait, Kuwait
Job Role: Finance and Investment
Company Industry: Islamic Banking; Banking

Preferred Candidate

Career Level: Entry Level
Nationality: Kuwait
Degree: Diploma

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