Engineer IT Service Desk

edara; Dubai; On-site; AED 70,000 - 125,000; Full time

Job summary

Edara is seeking a Service Desk Engineer based in UAE to provide first line IT and network support, handling incidents and service requests 24/7. You will analyze tickets, route them to the proper technology teams, and monitor resolutions to keep services running smoothly.

You will log events, update customers, and communicate clearly with both technical and non-technical stakeholders. The role requires strong communication, technical troubleshooting, and the ability to multitask in a fast-paced

Qualifications

• 1-3 years solid experience in a telecom environment.
• Telecom Engineering Graduate or equivalent.
• 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 to communicate technical situations clearly.
• Ability to handle multiple tasks and prioritize with strong follow-through.
• Ability to express oneself clearly and concisely in writing and speech.

Responsibilities

• Provide first line IT and network support to staff.
• Analyze and distribute trouble tickets to appropriate technology teams.
• Monitor problem status and resolutions; manage incident lifecycle.
• Log events and resolutions in service desk tools.
• Update customers and communicate status effectively.
• Suggest improvements to procedures based on feedback.

Skills

Customer service

Communication

Troubleshooting

Multitasking

Written communication

Verbal communication

Education

Telecom Engineering degree or equivalent

Tools

HP Service Management

MS Office

Job description

The Service Desk is the Company’s single point of contact for all IT & Network related outages, provide first line technical support to internal staff, The Service Desk Engineer is responsible for analyzing and distributing the trouble tickets to the appropriate technology team. The SD Engineer is also responsible for monitoring the problem status resolution, change management activities, and access request and coordination.

Key Accountabilities

• Ensure full availability of Service Desk telephone and email support 24/7X365 days.
• Serve as the first point of contact for customers seeking technical assistance over the phone or email.
• 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

Qualification, Skills & Experience

• 1-3 years solid experience in a telecom environment;
• Telecom Engineering Graduate or equivalent
• 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.

Only looking for candidates who are currently based in UAE