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Global IT Support

Experience: 7-9
Posted: 08 Nov,2021
Location: United Arab Emirates


We are urgently looking to hire Global IT Support from any where across GCC. We welcome more applications since we are hiring for more people. 


Location - Abu Dhabi


  • Generates weekly Service Management and Pending calls report;
  • Generates reports for the Incident Management and top Management as requested;
  • Assign Incident to Vendor when applicable;
  • Assign and escalate Incidents to L2 and L3;
  • Reply to Customer email
  • Fulfil the user requirement (Release Hardware)
  • Follow up any pending calls with other teams and Vendors
  • Raise Problem and Change tickets when necessary; 
  • Send email in case of any major Incident after getting approval from the process owner
  • Monitor user interactions from inception to closure as per SLA;
  • Log calls and emails received in the Service Management System.
  • Categorize and prioritize the incident/Service Request;
  • Using Application system to the below following the SM Processes:
  • Add Accounts & Services
  • Remove Accounts & Services
  • Edit Accounts & Services
  • Enable & Disable Accounts
  • End User permission
  • Coordinating with other teams


Qualification


  • Bachelor in IT related field
  • Excellent customer service
  • Experience in handling customer enquiries and complaints
  • Familiar with and used Microsoft Office 


Languages : English, Arabic, Urdu – Good Written and Spoken


Years of Experience:- 3-5 Years of experience


Nature of Experience:- 3-5 years of experience in Service Desk Officer Role

Required Skills

Skill
Years
Months
ITIL foundation level
6
0
IT Support
6
0
L1/L2 IT support
6
5
Service Desk Coordinator
5
0
Remote Desktop Applications
5
8