Crystel is looking to hire IT Service Desk Specialist in Amman.

 

Crystel is looking to hire IT Service Desk Specialist in Amman.

Responsibilities:

• Act as first point of contact for inbound user requests, including phone calls, emails, and ticketing system requests. Take ownership of these requests, validate, and troubleshoot customer complaints and issues, and efficiently dispatch cases to the appropriate teams, and collaborate with task owners.

• Responsible for seeing the cases through to resolution and closure, ensuring all tasks meet the company’s set criteria and SLA.

• Promptly report to the manager to fulfil operational requirements.

• Answer incoming customer phone calls and take appropriate actions for each call.

• Accept customers’ requests, complaints, and tickets and log them into the system.

• Thoroughly document all actions within the system.

• Validate and assume ownership of requests and complaints, updating customers’ information as needed.

• Process orders, forms, and applications.

• Conduct necessary follow-ups, especially for VIP cases.

• Identify and escalate issues to supervisors.

• Utilize available resources to research required information.

• Act as the owner of the team queue, ensuring all incidents are properly updated.

• Monitor the system and network, taking appropriate actions to maintain their smooth functioning.

• Accept given tasks within the scope of work as directed by senior staff, team leads, or managers.

• Any other given tasks assigned by the manager.

• Meet the company’s set criteria and Key Performance Indicators (KPIs)

Qualifications:

• Experience 0-2 years of experience in a similar role

• Bachelor’s degree in computer science, Information Systems, or related discipline

• Excellent command of English, both verbal and written.

• Knowledge of customer service principles and practices.

• Basic networking knowledge to support desktop issues.

• Have a genuine passion for providing excellent customer service and a problem-solving attitude.

•Availability to work on holidays and weekends.

• ITIL Foundation knowledge is a plus.

•Cisco & Microsoft Certifications are preferred

If you are interested apply by sending your CV via email
hr@crystel.co
and please mention in the subject ” IT Service Desk Specialist ” .