IT Service Desk Agent

Job description / Role

Customer relations:
- To receive fault and information request calls from the customers of IT services, and service that call either by resolving on point of contact, or passing the call to the most appropriate person for resolution.
- To monitor the progress of the call from inception to resolution.
- To keep customers informed of the progress of their queries.
- To escalate calls to the Service Desk Manager using predefined procedures where the resolution falls outside agreed targets.

Technical:
- To prioritize and escalate calls based on knowledge of the business impact of the reported problems.
- To resolve as many calls as possible where these are related to the standard packages deployed for Smartworld Customers.
- To have a good understanding of IT infrastructure, and architecture so that a clear definition of problems can be created and passed to the solution providers.
- To keep abreast of new development in technology in Smartworld so that the customers can be assisted with problems resolution at point of contact.
- To carry out first line fault resolution for any Smartworld Product or Service, related to IT devices but not limited to PC or Laptop, printer, data or telephone related problems.
- To carry out basic hardware troubleshooting via Remote Control function and end user software implementations as agreed with the Service Delivery Manager.
- Follow the incident management process applied within the organization

General:
- To be familiar with the principles of customer care and Service Level Agreements.
- The ability to promote IT Services in a professional manner.
- Ability to communicate effectively at all levels of the organization over the telephone and face to face.
- The ability to work under pressure and to handle difficult customers in a positive and confident manner.
- Ability to liaise with IT staff, customers and software suppliers with regard to both Service / Products and Desktop / Laptop PC related problems and solutions.
- The ability to prioritize and escalate work schedules.
- Ability to appreciate the basics of multiple technologies and services from different technologies and service providers.
- To have keyboard skills and a good understanding of PC software and operating systems eg, MS Windows, MS Office and SQL.
- Experience or Knowledge of Service Desk Toolsets (HP) and Service Desk Processes, i.e. Incident Management, Service Request Management.
- Ability to apply classroom knowledge to working environment in order to provide basic & 1st level support to customers.
- Ability to explain technical issues to non technical personnel.
- An understanding of the principles of quality assurance, performance monitoring and the ways in which a commitment to a customer focus can be practically demonstrated.
- An understanding of the principles of equality and the ways in which they can be demonstrated in every aspect of the Unit’s work.
- An understanding of the principles of ITIL Service Management.

Requirements

- High school diploma or equivalent and three (3) years of experience with Service Desk Toolsets and interfacing with the users of IT Services.
- Hands on experience in Microsoft Office suite.
- Ability to communicate effectively both orally and in writing; to work effectively with clients in order to provide guidance and instruction to others.
- ITIL V3 Foundation certification or knowledge
- Working knowledge of ITSM tools and clear understanding of Incident Management and Service Request Fulfillment.
- Ability to work under pressure and under strict SLA
- Listening skills and willingness to work in shifts if required.
- Understanding on stress and time management.
- Bi-lingual (Arabic and English – written and spoken) with minimum 3 years of experience in similar role

About the Company

Smartworld, a joint venture between Etisalat and Dubai World Central, was established in 2008 as a Digital ICT service provider delivering fully integrated and comprehensive managed services across several sectors in the Middle East. Smartworld works closely with government agencies, telecommunications operators, large enterprises as well as small and medium businesses to deliver them unique value.

In the fast-moving and demanding world in which we live and work, once in a rare while a company comes along that actually delivers more than it promises, exceeding the customers needs, beyond their expectations and imagination – A company that is dynamic, innovative and yet completely dependable. A company that raises the bar... That company is Smartworld.

Smartworld depends on its technically advanced next generation infrastructure to deliver best in class customer-aware and lifestyle-enhancing products and services that anticipate customers\' needs. We understand that customers are on-the-go, busy and mobile and expect frictionless and seamless services. By deeply understanding the needs of customers – Smartworld delivers the right products and services at the right time – helping customers simplify their lives, enabling them to transact their businesses and lives easily and ensuring a WOW user-experience from start to finish.