Service Desk Associate

3 weeks ago

Dubai, Dubai, United Arab Emirates Dice Full time
Job Summary

We are seeking a highly skilled Service Desk Associate to join our team. As a Service Desk Associate, you will be responsible for providing technical support and assistance to internal customers via phone, web chat, and email.

Key Responsibilities
  • Incident Management: Field incoming incident or service requests from internal customers in a courteous manner.
  • Problem Solving: Build rapport and elicit incident details from Service Desk customers to record incidents, document all pertinent end customer identification information, and classify, prioritize, and escalate issues when required.
  • Documentation: Properly document steps when working IT incidents, including those used in troubleshooting, actions taken, and the outcome.
  • Troubleshooting: Use standard approved diagnostic utilities to aid in troubleshooting, such as Quick Assist and GoTo Resolve.
  • Resolution: Access knowledge base articles, frequently asked questions, resources, and other reference materials to aid in resolution.
  • Fixes and Maintenance: Perform fixes at the desktop level using remote tools, which could include installing and upgrading software.
  • Access Management: Manage individual and/or group network and system access along with troubleshooting account-related issues using elevated access to cloud-based tools.
  • Post-Resolution Follow-up: Perform post-resolution follow-ups to incident requests for customer satisfaction.
  • Process Improvement: Evaluate documented resolutions and analyze trends for ways to prevent future issues, and recommend or suggest methods to update, simplify, and enhance processes and procedures.
Requirements
  • 0-3 years of experience in customer service/support or help desk/call center environments.
  • Ability to provide technical and troubleshooting support.
  • Ability to learn terminology, applications, and standard procedures for performing the job function while looking for areas of improvement.

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