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Service Desk Engineer

Experience: 4-6
Posted: 12 Feb,2022
Location: United Arab Emirates

ParamInfo is hiring Service Desk Engineer.

Work Location is Abu Dhabi.

Over 5 Years’ experience in selected area of expertise.

  • At least 24 months of telephone based I/S Help Desk or Service Desk experience within a call center environment or physical support.
  • Ready to work on shift base, having 24/7 support delivery experience. Eager to extend working hours during emergency situation.
  • Minimum ITIL foundation level certification.
  • Able to demonstrate strong verbal customer service skills including their ability to articulate words and talk to customers on both a personal as well as technical level.
  • Able to demonstrate their writing skills which will include their ability to take detailed notes, proper spelling, punctuation, grammar, etc.
  • Ability to understand and follow technical documentation
  • Use of remote Control/Remote Desktop applications.
  • Using a call tracking or IT service management System.
  • Ability to maintain focus and handle multiple tasks or conversations at the same time
  • Tracking customer calls and recording detailed and accurate information in Service Desk issue tracking system in a timely manner.
  • Monitoring tickets entered into the Service Desk issue tracking system; following up with referral technician and contacting user after resolution for quality control purposes.
  • Fulfilling customer requests in timely and highly customer-service oriented manner.
  • Participating in training and working to develop and maintain top knowledge in existing and new technologies to provide most effective support for callers.
  • Following the Firm’s established Policies, Standards, Procedures and Guidelines in delivering service to the users; utilizing ‘best practice’ documentation, proper escalation procedures, etcetera.
  • Handling other tasks and projects as required for supporting the overall operations of the Service Desk.
  • U.A.E driving license and car is mandatory.

Required Skills

Service Desk Coordinator
I/S Help Desk
Service Desk experience
call center environment