Service Desk Agent Job In Dubai


Job Id :100019037


Our partner is looking for a Service Desk Agent working on their prestigious projects for a long term contract in the UAE.

Your Responsibilities
This role will provide day-to-day Service Desk technical support for educational institutions across the UAE.
You will be the first point of contact for initial technical investigation of end user hardware and application issues for desktop, laptop, peripherals, telecoms and network systems.
Any issues that cannot be resolved need to be escalated to the appropriate next level, either onsite/backline or third-party vendor.
You will retain ownership of the issue through the entire lifecycle and manage and coordinate all activities whilst maintaining regular end user communication until there is confirmation from the user that the issue has been resolved.
End-to-end ownership of the incident/service request lifecycle
Communicate effectively with end-users to discuss service requests & / or incident resolution
Log, track, manage and close End User, Infrastructure, Network and Application support requests using an ITSM tool
Provide L1/Initial Technical Investigation/First Call Resolution of issues for service requests and incidents
Act as a single point of contact for the end users
Respond to/logging tickets for the end users
Ticket triage and categorization
Escalate and assign requests / incidents to nominated Level 2/3, 3rd party support groups
Track the escalated incident or request for follow-up and user communication – with all support groups until they are fully closed
Manage end user communication regarding major incidents, such as: service interruptions, general information etc.

Your Qualifications
BSc. degree in a technical field related to Information Technology
Minimum of 1 years relevant IT experience incl. but not limited to:
Basic understanding of networks
MS Office Products
Microsoft Windows

Basic Details

salary : 3501-4000 AED

Experience : 1 - 2 Years

Location : Dubai

Qualification :

Posted :

Job Type : Full-Time

Company : Dubai Jobs

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