کارشناس توزیع

Job Description

Service Desk Engineers are the first point of contact for resolving or escalating issues relating to hardware, software, network, and others of computer end users when they raise requests through ticketing system, chats or phone calls. They will act as intermediaries between the IT organization and internal clients in Solico Group by continuing to take ownership of the problem and ensuring that it has been appropriately prioritized and is getting due attention. The dispatching team owns all tickets made in ticketing system (Jira). Dispatching Engineers must accept, analyze, classify and dispatch Jira issues based on defined procedures and rules. Owning to the nature of this occupation, an applicant for the job must have excellent communication skills and technical knowledge about various technologies and solutions - Dispatcher manage issues throughout their lifecycle, beginning from the first point of contact until it is resolved - Processing issues (incidents, service requests, access requests) initiated by customers using Jira system - Take care of issues ownership. - Serve as the first point of contact for client seeking technical assistance - Provide accurate information on IT products or services - Escalate unresolved issues to the next level of support personnel - Make sure the requests are compliance with IT department policies, procedures and rules - Identify and effectively prioritize situations requiring urgent attention. - Keep track of the suspended issues - Maintain excellent communication with all end users and other members of the technology department. - Inform IT members about important event such as: disruption of services, disruption of a site's activities, user group disturbance, VIP services and......