Operations Support Assistant - Corporate Services Helpdesk

Job description / Role

Operations Support Assistant - Corporate Services Helpdesk (Mussafah)

Job Purpose:
- CSD Helpdesk Agent is the first point of contact for the users who call CSD one stop helpdesk.
- While providing the highest level of customer service, CSD Helpdesk Agent answers incoming calls, escalates problem/issues/requests to concerned unit by logging Remedy case.
- Attend and answer ADCB calls both from external customer and internal(staff), assist basic contact information and bank/branch-related inquiries and concerns.

Main Tasks and Responsibilities:

CSD Help Desk
- Follow standard CSD Helpdesk operating procedures; accurately log all CSD Helpdesk tickets using CSD Remedy system.
- Check accuracy of logged remedy cases and redirect wrong entries to concerned CSD unit
- Attend CSD Helpdesk calls and direct / assist users and/or log cases on their behalf

MIS Reporting
- Prepare MIS reports from Remedy system and follow up on overdue cases.
- Prepare MIS reports for monthly calls for Etisalat bills reconciliation

Basic knowledge of the organization functions and structures
- Provide basic and contact information of the person in charge or the department concerned in the bank for any client and customer-related enquiries or issues.
- Attend and resolve transferred and/or returning calls from faulty extensions having full mailbox by providing alternative number to call for further assistance.
- Occasionally, Provide international business calls for staffs in different departments at their request and approval of their line manager.
- Maintain a Calls Register for international calls

Other Duties
- Undertakes similar or related tasks or duties as directed by senior management.

Requirements

- Candidate should be willing to work in Mussafah Area
- High School Certificate

Experience:
- Fresh Graduates are welcome to apply
- Arabic Speaking skills is required
- Computer Literate

About the Company

ADCB is a full-service commercial bank offering a wide range of products and services such as retail banking, wealth management, private banking, corporate banking, commercial banking, cash management, investment banking, corporate finance, foreign exchange, interest rate and currency derivatives, Islamic products, project finance, and property management services.