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Customer Support Specialist

2 weeks ago

Kuwait City, Al Asimah beBee Careers Full time

Job Overview

We are seeking a skilled Customer Support Specialist to join our team as a Service Desk Administrator. In this role, you will provide front-line customer service desk support, responding to and resolving computer, printer, and network issues.

This position involves a high degree of quick decision making and detailed task management to ensure all work orders not resolved at the Service Desk are immediately assigned to the appropriate IT groups. Excellent customer service skills are mandatory.

Responsibilities
  • Primary support and interface with site Information Management Officers (IMO) to ensure all Service Desk resources are utilized in the most efficient manner
  • Assists the IMO with daily functions of computer, network and software management for the site and all users
  • Provides immediate response to all customers who come to the Service Desk. Person-to-person interaction involves troubleshooting, information exchange, and help with ticket submission and issues
  • Provides telephone customer support for incoming and follow-up calls used for initial troubleshooting
  • May be required to work for 12-hour shifts utilizing Remedy call management software and other tools, to log and manage trouble tickets
  • Must have the technical ability to accurately determine call routing for trouble tickets that cannot be resolved immediately at the Service Desk
  • Troubleshoots Microsoft OS issues on Army Gold Master/Universal Gold Master along with setup and Microsoft Office 2007
  • Troubleshoots all other site authorized software with IMOs and users
  • Creates logon and email accounts using Microsoft Exchange Server and User Manager
  • Manages Network Services with Server Manager, Print Queue Management and CISCO VMPS Administration
  • Works within a small continuous improvement focused team
  • Tracks and documents work performed to allow accurate reporting of all Service Desk activities
  • Completes all tasks and assignments as requested by Supervisors and Management
  • Performs other duties and assignments as required