Service Desk Executive – UAEN

.Receive, classify, and record all issues from users in a professional, courteous manner over the phone, via email & through ITSM Tool in the ITSM Application.

• Call logging, Call Assignment, Incident Management & Coordination, Call Tracking and follow-up till closure within agreed SLA.
• Correctly logging incidents and faults, categorizing and prioritizing them in line with team procedures.
• Resolving basic Calls / request of information on Phone at First Pickup
• Call Monitoring and escalation. Escalate tickets according to agreed SLOs/SLA.
• Maintain and develop own knowledge and skills to assist with first time fault resolution
• Have solid experience in a helpdesk or technical support environment
• MIS Reporting.
• Highly organized and able to work on own initiative to complete the range of tasks required
• Flexible and willing to work outside core business hours as required

.Receive, classify, and record all issues from users in a professional, courteous manner over the phone, via email & through ITSM Tool in the ITSM Application.

• Call logging, Call Assignment, Incident Management & Coordination, Call Tracking and follow-up till closure within agreed SLA.
• Correctly logging incidents and faults, categorizing and prioritizing them in line with team procedures.
• Resolving basic Calls / request of information on Phone at First Pickup
• Call Monitoring and escalation. Escalate tickets according to agreed SLOs/SLA.
• Maintain and develop own knowledge and skills to assist with first time fault resolution
• Have solid experience in a helpdesk or technical support environment
• MIS Reporting.
• Highly organized and able to work on own initiative to complete the range of tasks required
• Flexible and willing to work outside core business hours as required

• .Degree in IT, Computer Science or relevant field.
• Good Communication Skill and Working Experience in similar position preferable.
• Knowledge of ITIL framework.
• Proficiency in English. Excellent communication skills.
• Have solid experience in a helpdesk or technical support environment.
• Customer-oriented and cool-tempered.
• The ability to liaise and communicate confidently and professionally with customer representatives at all levels.
• Natural aptitude for trouble shooting & problem solving.
• Have solid experience in a helpdesk or technical support environment.
• Highly organized and able to work on own initiative to complete the range of tasks required.
• Flexible and willing to work outside core business hours as required.
• Proven experience in similar role.
• Working knowledge of Service Desk ticketing tools (ITSM)
• Good understanding of computer systems, office automation products, remote control