Deskripsi Pekerjaan
We are looking for a detail-oriented and bilingual Service Desk Analyst to join our IT team. In this pivotal role, you will serve as the first line of technical support, providing essential remote desktop assistance to our diverse user base. You will leverage your fluency in Arabic and Hebrew to bridge communication gaps and deliver exceptional service.
Our ideal candidate is proficient in troubleshooting hardware and software issues, strictly adhering to Standard Operating Procedures (SOPs) to ensure operational excellence. You will be responsible for logging incidents, resolving tickets efficiently, and escalating complex issues to higher-level support teams. If you have a passion for problem-solving and a customer-centric approach, we encourage you to apply.
Tanggung Jawab
- Provide Level 1 remote desktop support for hardware, software, and network issues.
- Communicate effectively with users in Arabic and Hebrew to diagnose and resolve technical problems.
- Log, track, and manage all incoming service requests and incidents accurately.
- Adhere strictly to company Standard Operating Procedures (SOPs) for all support activities.
- Educate users on best practices for system usage and security.
- Escalate unresolved issues to Level 2 or specialized technical teams promptly.
- Document solutions and maintain knowledge base articles for future reference.
Kualifikasi
- Degree in Information Technology, Computer Science, or equivalent professional experience.
- Fluency in English, Arabic, and Hebrew is mandatory.
- Proven experience in a Service Desk or Help Desk role (1-3 years preferred).
- Familiarity with ITIL framework and remote support tools (e.g., Microsoft Teams, Zoom).
- Strong analytical and troubleshooting skills with a focus on user satisfaction.
- Ability to work independently in a remote environment and manage time effectively.
- Excellent interpersonal and written communication skills.