Technical Helpdesk

4 weeks ago


dubai, United Arab Emirates Intertec Systems Full time
Technical Helpdesk / Servicedesk EngineerJob Type: PermanentJob Role: TechnicalJob Location: DubaiJob Posted on: Jan 29, 2021The Service Desk Engineer is responsible for processing end-user support calls (received through different communication Channels) and attempting to resolve them directly, where possible. Job holders is also responsible for coordinating the resolution of open calls with other IT Support staff and keep the Service Desk System up to date. Attend to all communications to IT Service Desk (phone, fax, email) Use phone etiquette while dealing with userProvide first level support to users and improve first level resolution percentageLog the calls and requests in the Service Desk SystemDecide on priorities and impact for the Service Desk calls and mobilize support team for immediate resolution for high critical incidentsAttempt to resolve incidents directly (e.g. over the phone or via remote management) as first level supportIf immediate resolution is not possible, assign requests to second level personnelCommunicate with users regarding use of FAQs, Policies, ProceduresNotify support personnel about variance and update Service Desk System for reasons and justificationImprove skills in line with the new technology rollouts in the IT.Apply for this position
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