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IT Support/IT Helpdesk/Service Desk Administrator (Dubai)
Category
:
Information Technology
Career Level
:
Senior
Employment Type
:
Full Time
Min Work Experience
:
5 - 10 Years
Min Educational Level
:
Bachelors Degree
Monthly Salary
:
Unspecified
Benefits
:
As per UAE labor Law
Description
A service desk is a communications centre that provides a single point of contact (SPOC) between a company and its customers, employees and business partners. The purpose of a service desk is to ensure that users/customers receive appropriate help in a timely manner.
Industry Type : IT - Software Services
Functional Area : IT Hardware Support / IT Hardware Repair & Maintenance
Desired Candidate Profile

1. Increase Client Satisfaction
Define/analyse client requirements,
Develop/deliver innovative solutions,
Develop relationships and effectively communicate with clients and key business stakeholders,
Effectively manage change,
Escalate issues for timely resolution,

2. Drive Incident Resolution to Ensure Business Continuity
Close incident records within defined timeline threshold to minimize impact on client / outage,
Coordinate problem resolution and create Incident record,
Determine need for additional resources and assign to correct service provider (group or individual),
Determine severity and prioritization classification for the Incident,

3. Enable Timely and Effective Delivery of Requested Services
Analyses reviews Request and determine if escalation is needed,
Creates Request record/register a request,
Determines severity and prioritization classification for the Request,
Ensures Requestor is properly authorized to receive requested services,

4. Reporting & Contribution
Regular reporting on service delivery performance to Client Services Manager and clients
Regularly report service improvements implemented and recommend actions to further improve performance and service
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