24/7 IT Service Desk Technician

edara; Dubai; On-site; AED 100,000 - 160,000; Full time

Job summary

Emirates Integrated Telecommunications Company PJSC, known as du and Virgin Mobile, seeks a Service Desk professional to ensure 24/7 support, handle incidents and service requests, and deliver excellent customer service.

The role requires a Bachelor’s degree, 1–3 years in telecom, proficiency with HP Service Management, and strong MS Office skills. Candidates must thrive in a 24x7 environment and communicate clearly with non-technical users.

Qualifications

• Bachelor’s degree required.
• 1–3 years telecom experience; Telecom Engineering background or equivalent.
• Knowledge of HP Service Management tool is required.
• Proficient in MS Office.
• Ability to work in a 24x7x365 environment.
• Good communication skills to explain technical issues to non-technical users.

Responsibilities

• Provide 24/7 Service Desk support via phone and email (24x7x365).
• Serve as the first point of contact for customers seeking technical assistance.
• Pro-actively monitor support mailboxes and log incidents in the service desk tool.
• Resolve or escalate incidents and service requests as appropriate.
• Maintain thorough knowledge of products, services, tools, and Service Management processes.
• Perform remote troubleshooting and ask pertinent questions to diagnose issues.
• Direct unresolved issues to the next level of support resolver group.
• Provide accurate information on IT products or services.
• Log events and resolutions in the system and follow up with customers.
• Capture customer feedback for internal process improvements.

Skills

Fluent English

Customer service

Problem solving

Multitasking

Education

Bachelor’s degree

Tools

HP Service Management

MS Office

Job description

Emirates Integrated Telecommunications Company PJSC, known as du and Virgin Mobile, seeks a Service Desk professional to ensure 24/7 support, handle incidents and service requests, and deliver excellent customer service.

The role requires a Bachelor’s degree, 1–3 years in telecom, proficiency with HP Service Management, and strong MS Office skills. Candidates must thrive in a 24x7 environment and communicate clearly with non-technical users.