About the job
Our partner is looking for a Service Desk Agent working on their prestigious projects for a long term contract in the UAE.
This role will provide day-to-day Service Desk technical support for educational institutions across the UAE.
You will be the first point of contact for initial technical investigation of end user hardware and application issues for desktop, laptop, peripherals, telecoms and network systems.
Any issues that cannot be resolved need to be escalated to the appropriate next level, either onsite/backline or third-party vendor.
You will retain ownership of the issue through the entire lifecycle and manage and coordinate all activities whilst maintaining regular end user communication until there is confirmation from the user that the issue has been resolved.
End-to-end ownership of the incident/service request lifecycle
Communicate effectively with end-users to discuss service requests & / or incident resolution
Log, track, manage and close End User, Infrastructure, Network and Application support requests using an ITSM tool
Provide L1/Initial Technical Investigation/First Call Resolution of issues for service requests and incidents
Act as a single point of contact for the end users
Respond to/logging tickets for the end users
Ticket triage and categorization
Escalate and assign requests / incidents to nominated Level 2/3, 3rd party support groups
Track the escalated incident or request for follow-up and user communication with all support groups until they are fully closed
Manage end user communication regarding major incidents, such as: service interruptions, general information etc.
Coordination with other Technology teams and 3rd party suppliers
Combination of email, telephonic and remote support
Receive customer change request and log in appropriate tool
Coordinate change requests with customer and NOC L2/L3 Engineers
Authenticate the end-user by means of contact information, location, or a unique identifier
Provide problem management services
Timings: 6 days (Sat-Thu), 48 hours a week, comprised of shift/rota
BSc. degree in a technical field related to Information Technology
Minimum of 3 years relevant IT experience incl. but not limited to:
Basic understanding of networks, MS Office Products, Microsoft Windows
Minimum of 3 years in customer service desk and / or call center
Fluent in Arabic (native language) and English
Suitably trained and qualified
Excellent customer service, communications, and soft skills
Service oriented, open, and good with analytical skills
Excellent communication skills
Customer service focused
Problem solving and innovation capabilities
Experience in Office 365 experience, all applications, with administration exposure if possible
Experience with a recognized ITSM tool (Remedy, ManageEngine, ServiceDesk, Ivanti, etc)
Must have a basic understanding of networks
Certification in Microsoft Technologies
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