Is Service Desk Analyst
5 months ago
**Role: IS Service Desk Analyst / Support**
**Location**: Dubai, UAE (onsite at client location)
**General Responsibilities**:
**EHS and Information protection**:
- Live and promote "we never compromise on safety". Follow all environment, health and safety related precautions.
- Business related information and documents should be protected against misuse or loss by appropriate Information protection measures.
**Compliance and Code of Conduct**:
- Actively represent the Group interests and act as a role model with regards to Compliance and Code of conduct, ensure adherence to legal regulations and the company’s internal guidelines as well CORE values and principles
**Qualification of IS Regional Business Partner Services - IS Service Desk Analyst/Support**
**Level 1**:
- Provide prompt engineering guidance for generative AI tools like DALL-E, GPT-3, Claude etc.
- Conduct basic training on AI prompting best practices.
- Deliver first-level support for IT ticketing, hardware, software, networks, AV, conferencing etc.
- Log and track issues in service desk system
**Level 2**:
- Provide more complex generative AI optimization recommendations and training.
- Troubleshoot issues escalated from Level 1 team.
- Resolve advanced software, network, systems problems.
- Assist with IT projects and initiatives.
- Create knowledge base articles and documentation.
- Identify opportunities to improve IT operations and services.
**Objectives of the Role**:
- Functionally manage local IT helpdesk incidents keeping the agreed KPI’s and SLAs for the middle east and extended countries belonging to the network.
- Maintain and monitor IT assets like laptops & Pc’s, printers, and mobile devices and keep documentation updated.
- Supporting role for Projects and rollouts related to IT Workplace
- Providing first-level/second level support incidents or Service Requests
- Generative AI prompting expertise.
- Excellent problem solving and communication abilities.
- Customer service oriented
- Ability to manage time and prioritize effectively.
- Flexibility in timing depending on criticality of the situation.
- Good service orientation & Positive work attitude
**Qualification / Education Required**:
Degree in Information Technology/Engineering or a related field and work experience preferably in a multicultural Environment
**Expert Level Skill Sets Required**
- 2+ years of experience in AI and/or support
- Excellent problem-solving and analytical skills
- Ability to work independently and as part of a team.
**Job Type**: Full Time
**Salary Range**: 3000 - 4000 AED Per month
**Salary**: AED3,000.00 - AED4,000.00 per month
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