Looking for a competent IT Service Desk Engineer to provide fast and useful
technical assistance to end users Via telephone calls / remote / Physical
support.
Qualifications
Responsibilities
* Receive, classify, and record all issues from users in a professional, courteous manner over the phone and via email in ITSM Tool.
* Call logging, Call Assignment, Incident Management & Coordination, Call Tracking and follow-up till closure within agreed
* SLA.Dealing with incoming IT issues in a professional, courteous manner over the phone and via email.
* Dealing with incoming IT issues in a professional, courteous manner over the phone and via email.
* Basic IT desktop troubleshooting knowledge.
* Taking ownership of IT issue raised and managing them in a logical and methodical manner.
* Ensure that Priority 1 calls are immediately escalated to the Service Support Manager.
* Ensure that Priority 2 to 4 calls are escalated properly and SLAs are not breached.
* Managing IT issues through their entire lifecycle from the first point of contact through to resolution proactively keeping the customer informed of progress.
* Conducting full and thorough diagnostics with end users to enable first point of contact fault resolution.
* Ensure that respective IT team receive timely updates on incidents.
* Identify and escalate repeat issues or service risks into service management teams.
* Ensure that ALL alerts generated by our monitoring systems are investigated, incidents raised and the colleagues communicated.
* Manage a number of scheduled tasks for customers, designed to ensure that the customer's systems remain operational.
Primary Location : Corporate Office AUH
Work Locations : Corporate Office AUH Al Hamily Building Opp. Al
Manhal Palace,Air Port Road Abu Dhabi
Job : Non Medical
Organization : NMC - Corporate
Full-time
Job Posting : Jun 13, 2022, 10:58:22 PM
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