JOB DESCRIPTION / ROLE
The Global IT Service Desk is considered the first point of contact for the users who call IT Service Desk, they answers incoming calls, tracks all information in a call tracking system, uses a knowledge base tool along with their expertise to resolve requests in a time.
The Service Desk Officer escalates unresolved problem/issues/requests to the proper support team.
Troubleshooting basic end user issues on various software applications, hardware, network and telecommunications systems and provide basic desktop support.
Key Responsibilities:
• Generates weekly Service Management and Pending calls report;
• Generates reports for the Incident Management and top Management as requested;
• Assign Incident to Vendor when applicable;
• Assign and escalate Incidents to L1,L2 and L3;
• Reply to Customer email
• Fulfill the user requirement (Release Hardware)
• Follow up any pending calls with other teams and Vendors
• Raise Problem and Change tickets when necessary;
• Send email in case of any major Incident after getting approval from application Owner Manager;
• Monitor user interactions from inception to closure as per SLA;
• Log calls and emails received in the Service Management System.
• Categorize and prioritize the incident/Service Request;
• Using MG Application system to the below following the SM Processes:
• Add Accounts & Services
• Remove Accounts & Services
• Edit Accounts & Services
• Enable & Disable Accounts
• End User permission
• Coordinating with other teams
REQUIREMENTS
Educational and Technical Qualifications:
• Bachelor in IT related field
• Excellent customer service
• Experience in handling customer enquiries and complaints
• Familiar with and used Microsoft Office
• Able to manage change effectively
• Able to follow processes
• Strong communication skills
• A self-starter, who is willing and able to learn quickly,
• ITIL Foundation v3 or similar is desired but not essential
• Have a good understanding of IT
• Welling to work in shifts
Language Skills: English, Arabic, Urdu – Good Written and Spoken
Nature of Experience:3-5 years of experience in Service Desk Officer Role.
ABOUT THE COMPANY
More than two decades old IT solution driven conglomerate having offices at UAE (Dubai), USA , India & Malaysia.
An exciting technoprenuerial journey encompassing the translation of value proposition to our valued and esteemed customers . We provide tailor made IT solutions which fit the customers business model in terms of Technology, business continuity , culture and growth phenomenon.
Our IT TEAM of skilled and technological & domain experts propose the right fit model in any area of the business be it in Staffing, Technological Fulfillment and business enhancement and growth model.
