Service Desk Analyst - Arabic Speaker

Job Description

The Service Desk Analyst (SDA) provides first level IT support to the SLB IT users’ community. Upon receiving a customer contact (through Phone Call, Web Chat, or Email), the SDA either resolves the reported IT problem or escalates the problem to the relevant support group as per established Service Level Agreement (SLA) and procedures. The Service Desk Analyst reports to the Team Leader.

Successful Service Desk Analyst have excellent customer service skills, enjoy solving problems, have strong ability to prioritize work and work well in teams. SDA's should have a process oriented attitude, demonstrate initiative and resourcefulness in finding solutions, and a willingness to learn new technologies. SDA's must be willing to work in shift patterns.

Roles and Responsibilities

• Ensures that Customer’s contact is attended in a timely manner as per the defined SLA.
• Ensures all the Customer’s IT issues are followed up using the predefined standard operating procedures.
• Track user’s availability and follow up with the user to resolve their IT issue.
• Escalate the user’s IT problem to the relevant support group if the IT problem cannot be resolved at the Service Desk level.
• Support the Customer in a professional manner with respect and courtesy.
• Provide IT advises and / or training to the Customer to prevent from problem re-occurrence.
• Ensures to arrive on time for the scheduled shift time.
• Communicate effectively with the Team Lead to consult for IT issues, Global Service Desk operation issues, etc.
• Be the first line of defense to prevent SLB from cyber-attack, social engineering, etc.
• Keeps up to date with own training and ensures to remain on-track with IT Professionals career development plan.

Qualifications and Experience

SLB is an equal employment opportunity employer. Qualified applicants are considered without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, or other characteristics protected by law.

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