SERVICE DESK SPECIALIST

Nexcel Computer Solutions; Manama; On-site; BHD 12,000 - 18,000; Full time

Job summary

An established industry player is seeking a dedicated IT Customer Service professional to join their team. This role involves being the front-line operator in the IT Customer Service Center, where you'll educate users on IT best practices and resolve incidents efficiently. The ideal candidate will possess strong communication skills, a solid understanding of Microsoft Office and Windows 10, and the ability to manage challenging user interactions. If you are passionate about providing excellent customer service and have a knack for problem-solving, this position offers a fantastic opportunity to grow within a dynamic environment.

Qualifications

• 2-3 years of experience in IT customer service is required.
• Solid knowledge of Microsoft Office & Office 365 is essential.

Responsibilities

• Serve as front-line operator in IT Customer Service Center.
• Analyze and resolve incidents to maximize First Call Resolution.

Skills

Analytical skills

Communication Skills

Customer Relationship skills

Customer Service Orientation

Proficiency in Written and Spoken English

Windows 10 & Office 365 knowledge

Tools

IT Service Management application

Job description

Job Duties:

1. Work as front-line operator, in IT Customer Service Center
2. Attend calls and educate users about IT best practices
3. Analyze incident tickets
4. Resolve Incidents to achieve maximum First Call Resolution (FCR)
5. Monitor, analyze and update incident & service request tickets logged in the Service Desk system
6. Possess solid knowledge of Microsoft Office & Office 365, Windows 10 & common IT issues
7. Manage difficult users skillfully
8. Proficient in Written and Spoken English language (Spoken Arabic will be an added advantage)

Skill Sets Required:
Windows 10 & Office 365 Certificate or Experience; Analytical skills; Communication Skills; Customer Relationship skills; Proficiency in using IT Service Management application after being provided basic training; Customer Service Orientation and good written and verbal communication skills

Minimum Experience Required: 2-3 years

Interested candidates may send in their CVs to [e-mail]