The objective of this document is to outline the scope of work for the managed IT Service Support.
To provide the functionality and business rules necessary to comply with ITIL best practices
• Define the key concepts, principles, value and challenges of Service support
• Capture demand for incident resolution and service requests
• Establish and maintain communication channels and interfaces between the service provider and users.
• Enable effective, efficient, and convenient communications between the service provider and its users
• Apply Service support metrics to improve performance
• Measure, assess and develop the Service support process practice capability in the organization by using the ITIL
Maturity Model.

Minimum Job Specific Skills/Qualifications Required for Support Desk Support Staff:
• Saudi National (Female employee preferred)
• 3+ years of experience with large service desk operations
• 3+ years of experience with ITIL compliance and practices
• 3+ years of experience providing service delivery for service desk operations.
• Experience supporting users remotely and onsite in an enterprise environment.
• Exceptional customer service focus
• Ability to triage incoming requests and escalate as needed.
• Ability to follow documented processes, procedures, and policies.
• Able to ensure a high level of user satisfaction.
• Excellent communication skills
• Excellent in Microsoft Office 365, Windows OS, Webex, and Teams
• Works well independently and within a team.
• Able to establish and maintain effective working relationships.
• Experience utilizing BMC Helix for Incident. Problem management.
• Experience with Azure Enterprise Identity Management services.