JOB DESCRIPTION / ROLE
As an IT service desk analyst, based in our Dubai office you will be responsible from analysis to resolution for a whole site as well as remote users located all around the world. Excellent communications skills are required.
* Using the help desk management tool, log and assign and resolve requests
* Ensure that the help desk management tool is updated at each stage of the lifecycle of a problem
* Identify and resolve faults up to 1st line level and moving to 2nd Line
* Liaising with 3rd line engineering support
* Provide regular internal and customer reports on problem status
* Liaising and managing the response of 3rd party suppliers
* Purchasing, Deploying and Managing windows based machines.
* Monitor management systems to identify problems and taking appropriate action to maintain and control the resolution of these problems.
* Assessing and prioritizing of requests
* Providing at desk training for new members of staff as required
* Producing ad-hoc procedures to support task activity
REQUIREMENTS
* 3+ year’s relevant IT helpdesk and support experience.
* Good and proven helpdesk or application support experience with excellent sense of service
* Technical evangelist with the ability to train and empower staff all IT tools to increase productivity
* Must be happy working on a helpdesk as well as providing internal infrastructure/ Applications support.
* An understanding of back office hardware e.g. Networking, Firewalls, Routers etc.
* Excellent spoken and written communication skills in English with telephone support experience
* Ability to respond quickly to time critical problems.
* Ability to make unsupported decisions
* Global knowledge of Office 365 Environment (Skype for Business, Exchange Online, Azure AD, Sharepoint Online)
ABOUT THE COMPANY
A leading IT company in UAE.
