Service Desk Engineer

Job description / Role

• Delivering service that meets SLA & DLP agreements and delights the customer (KPI: SLA achieved & high customer satisfaction)
• Receive and record technical support calls and emails from end users through Ticketing System.
• Provide investigation, diagnosis, resolution and recovery for hardware/software problems. When unable to resolve, escalate to second or third level in accordance with Service Desk escalation processes and update the same in the ticketing system.
• Maintain overall ownership of user’s issue & service ensuring that they receive resolution within a reasonable timeframe project-wise and system-wise as per case priorities defined in the ticketing System.
• Provide initial assessment of urgency and business impact on all support calls.
• Manage service requests, software installations, new computer setups, upgrades, etc.
• Support the project-wise technologies including SAS, ICT and ELV Systems.

Requirements

• Degree in Communication or Computer Sciences or IT related field
• MCSE or CCNA (Mandatory)
• CCNP certification preferred
• Support the following technologies: Microsoft Office 2007 products – Outlook, Word, Excel, Access, Internet Explorer, Windows XP, desktops, laptops, printers, networked copiers, NIC’s, basic LAN/WAN connectivity and others as assigned.
• Knowledge of multiple desktop programs, configuration and debugging techniques.
• 2-4 years of experience as Network Administrator or Service Desk engineer and Previous experience interfacing with customers

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.