Service Desk Analyst – Enterprise IT |
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Al Futtaim Group
Ref: HP698-5031
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The RoleThe RoleAl-Futtaim Technologies, one of the region's leading system integrators, is part of the Al-Futtaim Group. Managed Service Division (MSD)  within  Al Futtaim Technologies is the internal IT infrastructure service provider to the Al Futtaim Group of companies. MSD is responsible for IT infrastructure management which includes Server & Storage, Networks (Voice and Data), Data Centers, Service Delivery (including Service Desk),  Desktop Services and Security. The end to end services provided to the group companies  include consulting, design, deployment and support of infrastructure for business applications (ERP, Messaging, Retail Solutions etc) As IT ServiceDesk Analyst, you will be responsible for the following tasks: * Provide first level help desk support to IT Users within the AF Group in order to resolve problems and provide clarifications on queries related to IT matters. * Provide remote support to users when needed to resolve issues or provide clarifications to queries. * Register all calls received through multiple media e.g. telephone, e-mail, and assign a ticket number in order to ensure that all calls received are recorded and promptly resolved or escalated to the second level internally or to vendors externally as required. * Coordinate with the various Support Teams and assist in building up basic support process and documentation. * Contribute to the development of a knowledge database in order to facilitate the collection and storage of common issues and problems faced by users and their responses. * Coordinate with different IT support teams and vendors to resolve issues in line with the agreed service levels. * Follow up call issues with the respective department, or Engineer for status and progress of resolution of the problem, and closure of the problem or issue raised. * Collect data and provide input for the analysis of calls received and preparation of MIS reports for the use of Management. |
RequirementsRequirementsTo be seriously considered for this role you must have: * Degree in Engineering or equivalent * 1 year of support or help desk experience in a related IT industry * Proactive, courteous, Customer service orientation, ability to work under stress, punctual and good time keeping orientation, prepared to work extended hours, when needed. * Good computer skills and thorough knowledge of MS Office , TCP/IP and Windows XP. * Excellent communications skills * Good team player * Good command in English language (both written and spoken) * Good command with spoken Arabic |
About the CompanyAbout the CompanyEstablished in the 1930's, the Al-Futtaim Group initially operated as a trading enterprise. Rapid development throughout the 1940's and 50's saw it establish itself regionally as an integrated commercial, industrial and services organisation, positioning itself one of the leading business houses in the lower Gulf region. Today, it operates collectively over 40 companies bearing the Al-Futtaim name, dominates many market segments in the UAE, and has expanded its sphere of operation to include Bahrain, Kuwait, Qatar, Oman and Egypt. The Group comprises a diverse range of strategically positioned operating subsidiaries and associate companies, structured to give the Al-Futtaim Group the flexibility and versatility to keep ahead of local competition while keeping pace with the ever-evolving global business scenario. The Group’s continued investment in world-class systems technology is clear evidence of its commitment to maintain leading edge performance and service delivery. The success of the Al-Futtaim Group can be attributed to a business approach that combines the ability to change with the traditional values of integrity, service and social responsibility that define its core business philosophy. This, linked with the Group’s belief in decentralisation, gives the heads of the operating companies a high degree of functional autonomy and authority, providing the Group with essential flexibility, and individual employees a clearly defined work culture and sense of responsibility. |
This Position is closed or expired
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