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opening for global IT help desk Engineer - Abu dhabi

Keywords / Skills : IT Helpdesk, IT Coordinator, Technical Helpdesk, IT support, ITIL

Country
United Arab Emirates
3 - 10 years
Posted: 2017-08-02

Industry
ITES/BPO
IT/ Computers - Hardware
IT/ Computers - Software
Function
IT
Role
Technical Support Engineer
Education
Bachelor's Degree, Master's Degree
Stream:
Any
Posted On
2nd Aug 2017
Job Description

Key Responsibilities: 

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 L1,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 application Owner Manager ;

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 MG Application system to the below following the SM Processes:

o Add Accounts & Services

o Remove Accounts & Services

o Edit Accounts & Services

o Enable & Disable Accounts

o End User permission

Coordinating with other teams

Technical Qualifications:

Bachelor in IT related field

Excellent customer service

Experience in handling customer enquiries and complaints

Familiar with and used Microsoft Office

Able to manage change effectively

Able to follow processes

Strong communication skills

A self-starter, who is willing and able to learn quickly,

ITIL Foundation v3 or similar is desired but not essential

Have a good understanding of IT

Welling to work in shifts



About Company

Raqmiyat Information Technology - a leading 30 year experienced IT company
Career Advice to Find Better

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