Service Desk Analyst Required in Dubai - Dubai

Service Desk Analyst Required in Dubai

The role of the Service Desk Analyst is to be the face of IFZA IT and be the first point of contact for IT queries from IFZA employees. The job requires customer interaction either in person, electronically, or over the telephone. Therefore, it is essential that the Service Desk Analyst possess effective communication abilities, both for oral communication as well as for documenting procedures. In addition, the ideal candidate should have excellent problem & frustration handling and possess the ability to explain technical issues clearly to non-technical users should the situation arise.

Main responsibilities

Being present on the IT Service desk and provide a welcoming environment for users
Answering and responding to inbound calls or electronic requests from end-users
Following up with reported complex incidents to ensure they are resolved, requests are filled, and the customer communication is complete
Taking ownership of issues and actively facilitating the resolution of reported incidents/user technical issues as they arrive
Using an ITSM tool to create, update, and manage tickets with precision and attention to detail
Identifying and classifying incident types and service interruptions
Logging incidents and requests into appropriate categorization on the IT ticketing system
Handling customers’ issues or requests with professionalism
Supporting problem identification
Recording incidents and cataloguing them by symptom and resolution
Escalating unresolved problems to a higher level of support when needed
Ensuring IT Assets are assigned to users correctly, and the system is maintained
Performing other job-related duties as assigned by Management

Qualifications & Skills

Full English proficiency is required
Advanced computer literacy is required, e.g., MS Office
Proficiency in relevant information technologies and systems
ITIL V3/V4 or has a clear understanding of Incident, Request, Problem and Change management
Excellent communication and interpersonal skills
Strong customer service and telephone etiquette
Excellent time management and prioritization skills when handling multiple cases
Strong listening and questioning skills to ensure best practices and best solutions are established

Experience

Tertiary education in Computer Science, Engineering, or other relevant subjects OR equivalent in industry experience
1-3 years’ experience
Experience with IT Ticketing system (Manage Engine experience a plus)
Proven experience as a Service Desk Analyst or similar

APPLY FROM LINK BELOW
https://ae.linkedin.com/jobs/view/service-desk-analyst-at-ifza-international-free-zone-authority-3446645267?

Posted on : 2 years ago, #137750, 4 views

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