Help Desk Support Specialist Required in Dubai - Dubai

Help Desk Support Specialist Required in Dubai

Our client is a Leading Managed Service Provider and an IT System Integrator in Middle East

Position : Helpdesk Engineer

Skills Required : 3 years of minimum experience working in IT Helpdesk.

Certification : ITIL ( will be a plus )

Location : Dubai

Summary on Role :

Answer all the inbound calls coming to Client Service Desk and Log tickets for issues reported

by Clients Customers by doing proper impact assessment. Being an owner of the ticket do the end to end

follow up for the ticket until it is resolved.

Job Responsibilities:

Log all the tickets as per incident management process.

Assign tickets to the Service Desk Engineers\Field Engineers.

Log all the tickets sent by engineers through email.

Owns the life cycle of the ticket.

Manage SLA of the tickets.

Update work logs of the tickets timely.

Follow Escalation process when required.

Perform the role of an incident manager when instructed by Service desk team leader.

Manage all the tickets in his queue by doing timely follow-ups.

Confirm with the customer for ticket closure after engineer fixed the issue.

Perform 24x7 monitoring for all managed services customers.

Conduct customer satisfaction calls with Service desk team leader.

Call back the customers for any abandon calls during your shift.

Make sure that all tickets logged for the day has been assigned to the engineers.

Interested please share your updated profile on saumya.v@crysol.coml

Thanks & Regards ,

Saumya Lewies

Crystal Solutions Ltd

Posted on : 2 years ago, #131844, 6 views

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