ICT Service Desk Assistant

Dicetek LLC; Dubai; On-site; AED 120,000 - 200,000; Full time

Job summary

A leading ICT Services provider in Dubai is seeking a customer service representative. You will be responsible for responding to customer inquiries regarding ICT services, managing Trouble Tickets, and coordinating escalations. The ideal candidate has a minimum diploma, relevant certifications, and at least 2 years of experience in an international IT or telecommunications organization. Strong communication skills and problem-solving abilities are essential for this role.

Qualifications

• Minimum Diploma is required.
• CCNA/CCNP/ITIL Certification is preferred.
• A minimum of 2 years of experience preferably in customer service within an International IT / Telecommunications organization.

Responsibilities

• Respond to ICT customers through email and telephone to provide information regarding ICT Services.
• Create and own Trouble Tickets until resolution.
• Coordinate resolution of customers’ escalations.

Skills

Basic knowledge of Cloud Services (VMware and Open stack)

Keyboard proficiency and PC skills (MS Office and MS Outlook)

Customer Service focused and Sales orientated

Team player

Flexible approach towards work

Self-motivated / Self-starter

Able to work in shifts

Problem solving / Analytical skills

Strong communication skills written and verbal

Education

Minimum Diploma

CCNA/CCNP/ITIL Certification preferred

Job description

Responsibilities

• Respond to ICT customers through email and telephone to provide information regarding ICT Services.
• Create and own the Trouble Tickets until resolution
• Coordinate resolution of customers’ escalations and escalate to the supervisor any non-standard incidents
• Continuously develop own skills by attending all required training courses and maintaining an up-to-date knowledge of products, services, systems and work processes necessary.
• Ensure conduct of behavior and representation of du values at all the times.
• Work collaboratively with the team to ensure company image and brand values are illustrated at all the times
• Advise the manager regarding new opportunities that may be developed with current customer as well as new prospects.
• Provide feedback information on issues and concerns about procedures and products to optimize market intelligence gathering and improve customer service.

Qualifications

• Minimum Diploma
• CCNA/CCNP/ITIL Certification preferred

Experience

• A minimum 2 years of experience preferably in customer service within an International IT / Telecommunications organization.
• Experience Service Support and or Delivery role.
• Good understanding of ITIL for service management

Skills

• Basic knowledge of Cloud Services (VMware and Open stack)
• Keyboard proficiency and PC skills (MS Office and MS Outlook).
• Customer Service focused and Sales orientated
• Team player
• Flexible approach towards work
• Self-motivated / Self-starter
• Able to work in shifts
• Problem solving / Analytical skills
• Strong communication skills written and verbal in one, but preferably two of the following
• Languages – English