Technican - Retail Service Desk

1 week ago

UAE, United Arab Emirates du Full time

**Key Accountabilities**
- Pro-actively monitor support mailboxes and log in the system.
- Be responsible for resolving or escalating customer reported Incidents and Service Requests and log them in the service desk tool.
- As a result, members of the Service Desk team must have excellent verbal and written communication skills and troubleshooting skills as well as thorough knowledge of all products, services, tools, and Service Management processes
- Perform remote troubleshooting through diagnostic techniques and pertinent questions
- Determine the best solution based on the issue and details provided by customers
- Direct unresolved issues to the next level of support resolver group.
- Provide accurate information on IT products or services
- Record events and problems and their resolution in logs
- Follow-up and update customer status and information
- Pass on any feedback or suggestions by customers to the appropriate internal team
- Identify and suggest possible improvements on procedures

**Qualifications, experience and skills**

**Qualifications**:

- B.Sc. in Telecommunications/Computer engineering.

**Experience**:

- 1-3 years solid experience in a telecom environment.
- Telecom Engineering graduate or equivalent.

**Skills**
- Must have knowledge on using the HP Service Management tool.
- Must be proficient in MS office.
- Must be able to work effectively in a 24 x 7 x 365 environment.
- Must have a friendly disposition and good customer service skills in order to clearly and effectively communicate technical situations to non-technical personnel.
- Ability to handle multiple tasks at once, to prioritize, and demonstrate excellent follow-through on each task assigned.
- Ability to express oneself clearly and concisely, both orally and in writing.

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