It Support Analyst

4 weeks ago


dubai, United Arab Emirates Halian Uae Full time
Monitoring your ticket queue in Fresh Service, prioritising & keeping users updated, supporting users issue or Assigning it on the relevant resolver team where necessary. Working with a continuous improvement approach Manning the Tech Bar To own the progress of the support call from inception to resolution and keep customers informed of the progress of their reported incident and requests. Ensure that incidents and requests are handled according to Chalhoub WPT (desktop support) SLA’s Guarantee that the end-to-end ownership of issues is managed to the satisfaction of the customer. Preventative Maintenance, creating SOP’s and knowledge base documentation. Boots on the group for projects in flight Maintain a close working relationship with the other resolver teams. Prioritise & escalate incidents and problems based on the business impact and reported problems. Regularly report the current status of the support operation Assisting on Major incidents where required which may incur after hours. AV/VC events, Meeting room support Work on call as part of a rota when required.
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