Job Description

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