Service Desk Candidate for Dubai Office
Job Description
Service Desk Engineer is the first point of contact in the organization for resolving or escalating issues relating to hardware, network, and IT infrastructure support requests raised through emails or phone calls.
Act as an intermediate between the organization and its clients by continuing to take ownership of the problem and ensuring that it has been appropriately prioritized and is getting due attention.
You Should be able to ... أقرأ المزيد
Service Desk Candidate for Dubai Office
Job Description
Service Desk Engineer is the first point of contact in the organization for resolving or escalating issues relating to hardware, network, and IT infrastructure support requests raised through emails or phone calls.
Act as an intermediate between the organization and its clients by continuing to take ownership of the problem and ensuring that it has been appropriately prioritized and is getting due attention.
You Should be able to understand requesters’ questions, provide technical support, and assist all staff remotely on technology problems. Owing to the nature of this occupation, aspirants for this job must have excellent communication skills and technical knowledge about various technologies and solutions. Importantly, should be ready to work flexible hours/ days.
Required to make the best use of help desk software to be always be informed about the status of active requests. Ticket Management, Automation Suite, and Reporting and Optimization.
Your Should possess extensive technical knowledge of various technologies and products, including wide area network (WAN) and local area network (LAN) technologies, besides IT infrastructure (Routers, Firewalls, Switches…etc). Need to be in touch with the latest trends in technology such as SD-WAN, WAN optimization solutions, Cloud-based network monitoring, and configuration…etc
Location:
UAE – Dubai
Responsibilities and Tasks:
Included in the Service Desk Engineers tasks are installing, upgrading, supporting, and resolving issues relating to WAN, hardware, and software.
Review and qualify received requests to dispatch field staff to sites ensuring all necessary requirement for a successful site intervention are availed
Assign field staff dispatch requests to appropriate support groups. Ensure prompt actions and measurements are taken by the appropriate support groups to resolve reported issues.
Maintain and configure IT infrastructure network components
Suggest ideas for improving service desk functions and service delivery regularly.
Monitor service-level agreements (SLAs) and ensure that there are no breaches there (Internally and externally)
Ability to comprehend how business applications work.
Must record incidents correctly and categorize and prioritize them as per their team procedures.
Carry out an assessment of issues thoroughly with end users/requesters to aid in the first point of contact problem resolution.
Manage diverse and global partners’ network, evaluating performance, familiarize them with internal processes and making sure they deliver the required service within defined SLAs
Manage issues throughout their lifecycle, beginning from the first point of contact until resolution. During this process, clients need to be kept abreast of the progress.
Share knowledge with all team members.
Handle several scheduled tasks for clients with the intent to see to it that systems are functioning uninterruptedly.
Coordinate and continually interact with support personnel and vendors that resolve issues related to software, hardware, and network.
Support the field staff by catering to the requirements of their mobile devices and maintain documentation of existing activities through weekly/monthly status reports and incident reports and records.
Follow up on issue status and update information on the same. Relay and communicate any feedback or suggestions, from clients to the appropriate department.
Improve customer services, helping in developing competent service desk tools, procedures, and making sure to address requests promptly
Educational Qualifications and Other Requirements
Bachelor’s degree in computer sciences or engineering along with adequate experience in supporting the latest versions of at least one of the operating systems, such as Windows or macOS or Unix/Linux.
Knowledge about networking and WAN technology.
Certifications or training courses such as CCNA (Preferable), CCNP… etc
ITILv3 Foundation (Desirable)
Hardware troubleshooting experience and be conversant with networking protocols and ITIL.
Capable of explaining technology to individuals from a non-technical background
Arabic Speaker (Mandatory)
Experience:
More than 3 years of professional experience in the ICT domain
Please submit your CV and cover letter to: hr.octo2017@gmail.com شارك الإعلان:فيسبوكتويتربريد الكترونيتم أرسال الإعلان الى صديق بنجاحأرسل الإعلان إلى صديقأرسالالإعلان التاليالإعلان السابق
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