IT Help Desk

2 weeks ago


Dubai, United Arab Emirates Finesse Global Full time

Job Purpose - Handle end-user calls to IT & raise Tickets

Pick-up all the calls on 2222 & call back if any call is missed.

90% of tasks to be closed within 24 hours of assignment.

90% of tickets to be closed within 24 hours & rest 10% within 3 days.

Provide helpdesk support and resolve problems to the end user’s satisfaction.

Log all help desk interactions with users.

Monitor Service Desk for tickets assigned to the queue and process first-in first-out based on priority.

Identify and escalate situations requiring urgent attention.

Report escalated issues to Support Manager

Follow standard help desk procedures.

Redirect problems tickets/tasks to correct resources.

Issue Events Laptops/Tablets to users & ensure its returned from users immediately after event

New Joiner Tickets are created & assigned to Engineers well in advance.

Inform management of recurring problems

Document internal procedures

Ability to commute/relocate:

- Dubai: Reliably commute or planning to relocate before starting work (required)


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