Job Title: Front Desk (Help Desk) Staff – IT Telecom Domain
Accountabilities: IT Telecom Domain Oman
- Create and resolve trouble tickets using trouble ticketing system.
- Escalate tickets received from Call Center team that they can’t resolve.
- Escalate tickets for any application issues belong to the back office.
- Escalate and assign issues to higher level, based on escalation matrix.
- Ensure Service Level Agreements (SLAs) are achieved and client expectations are met or exceeded.
- Provide 24/7 operations, first level support in technical support for Network and Systems related incidents/requests.
- Generate regular and ad-hoc reports.
- Create trouble tickets and escalate for any major issue (Priority 1 & Priority 2).
Experience: IT Telecom Domain Oman
- 2 to 7 years of experience required in a relevant field.
Education & Qualification:
- Bachelor’s Degree in IT, Computer Science, or equivalent.
- Certifications in CompTIA A+, ITIL are preferred.
- Good knowledge of ITIL.
- Very good knowledge of ticketing systems.
