Global IT Support

6 months ago


Abu Dhabi, United Arab Emirates ParamInfo Full time

**Experience**:7-9**Posted**:08 Nov,2021**Location**:United Arab Emirates-
Location - Abu Dhabi- Generates weekly Service Management and Pending calls report;
- Generates reports for the Incident Management and top Management as requested;
- Assign Incident to Vendor when applicable;
- Assign and escalate Incidents to L2 and L3;
- Fulfil the user requirement (Release Hardware)
- Follow up any pending calls with other teams and Vendors
- Raise Problem and Change tickets when necessary;
- Monitor user interactions from inception to closure as per SLA;
- Categorize and prioritize the incident/Service Request;
- Using Application system to the below following the SM Processes:

- Add Accounts & Services
- Remove Accounts & Services
- Edit Accounts & Services
- Enable & Disable Accounts
- End User permission
- Coordinating with other teams

Qualification- Bachelor in IT related field
- Excellent customer service
- Experience in handling customer enquiries and complaints
- Familiar with and used Microsoft Office

Languages : English, Arabic, Urdu - Good Written and SpokenYears of Experience:

- 3-5 Years of experienceNature of Experience:

- 3-5 years of experience in Service Desk Officer Role**Required Skills**:
**Skill**

**Years**

**Months**

**ITIL foundation level**

**6**

**0**

**IT Support**

**6**

**0**

**L1/L2 IT support**

**6**

**5**

**Service Desk Coordinator**

**5**

**0**

**Remote Desktop Applications**

**5**

**8


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