Call Center Support Services/Resources (Arabic-Speaking and English ) must

Job Description

Candidate should have both language Arabic-Speaking and English

• Call Center Support Services/Resources
  
  

Hours of Service: Up to 6 days per week (up to 48 hours per week). On-call during nights and weeks per work demands.

• Answering Calls: Respond to calls from faculty, students, and staff, providing
  
  

essential first-level IT response and support.

• Troubleshooting Guidance: Assist callers in troubleshooting, navigating the college site, and utilizing products or services.
• Diagnosis and Advice: Diagnose user problems and offer clear advice for
  
  

resolution.

• Logging and Documentation: Log correspondence details into the IT Support
  
  

system to maintain a record.

• Composure Maintenance: Maintain composure and a positive attitude during
  
  

challenging situations.

• ITSM System Utilization: Use the Information Technology Service Management
  
  

(ITSM) system to log and track incidents, promptly resolving assigned tasks.

• Collaboration and Support Levels: Collaborate closely with the second and third
  
  

levels of the support team for comprehensive issue resolution.

• General Maintenance Tasks: Perform routine maintenance tasks to ensure overall IT system health.
• Continuous Improvement: Continuously assess and recommend enhancements in IT solutions and support.
• Performance Monitoring: Monitor hardware, software, and system performance metrics.
• Proactive Support Approach: Maintain a proactive stance for IT support and
  
  

improvement.

• Cultural Emphasis: Foster a culture of collaboration and accountability within the IT support team.
• Additional Responsibilities: Undertake other duties as assigned.
  
  

Mandatory Qualification Experience

Bachelor's degree in an IT related field

Minimum 3+ of related experience with applicable certifications.

Skills: documentation,arabic,performance monitoring,proactive support,itsm system,communication,continuous improvement,it support,it,troubleshooting,collaboration