Engineer IT Service Desk

Confidential Company; Dubai; On-site; AED 60,000 - 90,000; Full time

Job summary

Confidential Company is seeking a Service Desk professional in Dubai to provide first-line technical support to internal staff and customers 24/7. Responsibilities include troubleshooting, managing support tickets, and ensuring excellent customer service.

The ideal candidate will have 1–3 years of experience in a telecom environment and strong knowledge of the HP Service Management tool. This role requires effective communication skills and the ability to work effectively while handling multiple tasks.

Qualifications

• 1–3 years of solid experience in a telecom environment.
• Knowledge of the HP Service Management tool.
• Ability to work effectively in a 24 x 7 x 365 environment.

Responsibilities

• Analyze and distribute trouble tickets to the appropriate technology team.
• Ensure full availability of Service Desk telephone and email support.
• Provide accurate information on IT products or services.

Skills

Telecom experience

Customer service skills

Proficiency in MS Office

Education

Telecom Engineering or equivalent

Tools

HP Service Management tool

Job description

Overview

The Service Desk is the Company s single point of contact for all IT Network related outages. It provides first line technical support to internal staff and customers via telephone and email, 24/7, 365 days.

Responsibilities

• Analyze and distribute trouble tickets to the appropriate technology team.
• Ensure full availability of Service Desk telephone and email support.
• Serve as the first point of contact for customers seeking technical assistance over the phone or email.
• Pro-actively monitor support mailboxes and log incidents in the system.
• Resolve or appropriately elevate customer‑reported incidents and service requests, logging them in the service desk tool.
• Perform remote troubleshooting using diagnostic techniques and pertinent questions.
• Determine the best solution based on the issue and the 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 from customers to the appropriate internal team.
• Identify and suggest possible improvements on procedures.

Qualifications

• 1–3 years of solid experience in a telecom environment.
• Telecom Engineering graduate or equivalent.
• Knowledge of the HP Service Management tool.
• Proficiency in MS Office.
• Ability to work effectively in a 24 x 7 x 365 environment.
• Friendly disposition and good customer service skills to communicate technical situations to non-technical personnel clearly and effectively.
• Ability to handle multiple tasks simultaneously, prioritize, and demonstrate excellent follow-through on each assigned task.
• Ability to express oneself clearly and concisely, both orally and in writing.