IT Service Desk Analyst

2 weeks ago

Dubai, United Arab Emirates Missan IT Solutions Full time

**Key Accountability & Tasks**:

- Be pro-active when dealing with user issues & log all calls on BMC Helix ticketing system.
- Assist clients resolve any hardware / software related problems.
- Provide training & advice around computer equipment usage.
- Escalate more complex calls to the relevant IT Support member.
- Receives and handles requests for service, following agreed procedures.
- Logs incidents and service requests and maintains relevant records:

- Identifies and classifies incident types and service interruptions
- Records incidents cataloging them by symptom and resolution.
- Analyze call logs to spot common trends and underlying problems.
- Prioritize and act on end-user support tickets, keeping each updated with status.
- Creation of E-Mail Accounts, Security Groups, Access to shared folders.
- Configure and troubleshoot Microsoft 365 Applications (Office, OneDrive, Teams, etc.).
- Troubleshoot PC technical issues until resolved or escalate to team for additional assistance.
- Prepare statistical reports using the helpdesk software to track problem resolution versus internal SLA’s.
- Make suggestions for infrastructure, PC improvements, or end-user education to reduce recurrence of issues.
- Perform incident closure, verifying problem resolution with Users and documenting resolution procedures.
- Liaise with other support teams, or product teams as required to resolve requests / issues in a timely manner.
- Ensure proper documentation, notification, escalation, tracking and follow up of all incidents.
- Escalate issues to relevant teams based on SOP & Escalation matrix.
- Provide Incident Response (IR) support when analysis confirms actionable incident
- Managing Nexthink and proactively contacting and managing tickets.

**QUALIFICATIONS, EXPERIENCE, & SKILLS**:

- At least 1 to 3 years of working experience in helpdesk support/call center environment is preferred.
- Good working knowledge on other IT domains, including software, hardware, servers, and network operations.
- Prior knowledge of System Administration Windows 10/11 and Windows Server 2016, Antivirus / Encryption, Office365 / Azure AD experience will be beneficial.
- Ability to multi-task, take initiative and work independently with multiple stakeholders.
- A can-do attitude with positive outlook, able to work under pressure.
- Excellent customer service experience in call center environment or equivalent
- Strong verbal and written communication skills, interpersonal skills, and the ability to build solid business relationships.
- Customer Focus, Teamwork and Effective Communication.
- Personal Accountability & Commitment to achieve.

Resilience and Flexibility (Can do attitude)

**Salary**: AED2,151.36 - AED6,500.00 per month

Ability to commute/relocate:

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

**Experience**:

- UAE: 1 year (required)

License/Certification:

- UAE Driving License (required)

Expected Start Date: 17/04/2023

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