IT Support

4 weeks ago


Dubai, United Arab Emirates ParkerConnect Full time

**Responsibilities & Accountabilities**
**2.Monitor and log incoming problems and queries and is treated accordance to ITIL and Sox compliance.**
**3.Attempt to resolve all interactions abiding to the Service Level Agreement (SLA) set, while focusing on customer satisfaction.**
**4.Escalate those issues that cannot be resolved to the appropriate 2nd level support.**
**5.Document all actions in a log service ticket.**
**6.Be involved in team’s performance improvement all time, while being customer focused.**
**8.Meeting deadlines, whilst maintaining high standards of accuracy, believe in knowledge sharing and teamwork.**
**9.Constantly cultivate the relationships between team members and other staff.**
**11.Conference support and the user for high emergency issues.**
**12.Prepare report on incidents and events handled.**
**13.Intimate knowledge of Helpdesk, Incident Management. Ability to manage projects.**
**14.Follow up on open incidents and take ownership until it’s resolved.**
**15.Contact the on-call solution support team to handle emergencies.**
**16.Monitors progress of requests for support (incident ticket) and ensure users and other interested parties are kept informed.**
**17.Track and escalate Service Level Agreement met.**
**18.Review and coordinate on change requests (CRs) received.**
**19.Maintain the Service Catalogue & Skillset Inventory.**
**20.Work with the IT Security InfoSec on security incidents.**
**21.Act as backup for SD Team Lead.**
**22.Any other duties assigned by Management.**
***

**Qualifications**:
**1.Minimum Diploma in Computer Science, CompTIA A+ or ITIL Foundation certified.**
**2.Other certifications like Microsoft will be added advantage**
**3.Good knowledge in ITSM and service desk tool and system**
**4. Knowledge of Incident, Change and Problem management will be preferred.**
**5.Total years of working experiences: Minimum 2 - 3 years and above**

**Requirements**:
**1.Responding to user inquiries and requests promptly and professionally.**
**2.Troubleshoot technical issues providing effective solutions.**
**3.Managing and documenting incidents, prioritizing, and escalating as needed.**
**4.Providing user training, guidance, and support.**
**5.Maintaining accurate documentation and generating Service Desk reports.**
**6.Self-motivated and able to work under pressure to handle high priority tickets and escalation.**
**8.Can work independently with minimum supervision even under pressure.**
**9.Excellent written and spoken communication skills in English is required.**
**10.Technical, analytical, and interpersonal skills required.**
**11.Good negotiation skills required.**
**12.Able to work on shifts (as and when required)**:
**Min Experience**:
2 Years

**Salary**:
AED 8000

**Temp/Perm**:
Permanent

**Location**:
Dubai

**Posted Date**:
February 20, 2024


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