Service Desk Specialist.IT Operation & Infrastructure - (
230002J3 )
Description
Job Purpose
To act as a central point for Etisalat employees to request assistance on
various Information Technology issues and to aim fixing them and restore
normal operations as soon as possible
Report To Position Name
Ensure effective customer support in the area of information technology by
receiving calls, mails and requests.
Record and track interactions and incidents.
Keep the customer always updated about the request status and progress.
Make initial assessment for all requests, attempt to resolve them or escalate
to second or third line of support.
Indentify problems and Monitor escalation procedure relative to appropriate
SLA.
Ensure the confidentiality, integrity and availability of Etisalat system and
data security, including user access to computer
Contribute short technical articles to Etisalat online knowledge base.
Respond within agreed time limits to call-outs outside working hours.
Qualifications
QUALIFICATIONS_ESSENTIAL
University degree in Computer Science / Engineering. Excellent Computer
skills. Excellent in Arabic & English (Reading, Writing & Oral). Excellent
communication and customer service skills
QUALIFICATIONS_DESIRABLE
N/A
EXPERIENCE_ESSENTIAL
Minimum 1 to 2 years experience. Experience in managing Microsoft IT based
operations.
EXPERIENCE_DESIRABLE
N/A
CERTIFICATIONS_ESSENTIAL
At least certified in two courses Microsoft Certified Professional (MCP).
Attend the Microsoft Certified Systems Engineer (MCSE) track. Information
Technology Infrastructure Library (ITIL) Awareness. Desirable: Attend Cisco
Certified Network Associate CCNA course
Job : Specialist
Organization : Etisalat Global Services
Job Posting : 04/Jan/2024, 8:25:20 AM
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