ICT Service Desk Assistant

Dicetek LLC; Dubai; On-site; AED 50,000 - 70,000; Full time

Job summary

A rapidly growing company in Dubai is seeking a Customer Service Representative to manage ICT customer interactions. You will be responsible for resolving customer issues, developing product knowledge, and ensuring high-quality service standards are met. The ideal candidate will have a diploma and relevant certifications, alongside strong customer service and communication skills.

Qualifications

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

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 and provide feedback on product issues.

Skills

Basic knowledge of Cloud Services

Customer Service focused

Sales orientated

Team player

Problem solving / Analytical skills

Strong communication skills

Education

Minimum Diploma

CCNA/CCNP/ITIL Certification

Tools

MS Office

MS Outlook

Job description

Key Accountabilities

• 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