Global IT Support
6 months ago
**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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