IT Service Desk Designer - Fast Remote Support

Flip retail; Abu Dhabi; On-site; AED 56,000 - 89,000; Full time

Job summary

NMC - Corporate in Abu Dhabi seeks a Service Desk Executive with experience in IT solution workdesk design to provide prompt and helpful technical support to end users via phone, remote sessions, or on-site visits.

You will log and categorize incidents, manage their lifecycle, escalate critical issues to the Service Support Supervisor, and communicate progress with customers while ensuring SLA compliance.

Qualifications

• Basic IT desktop troubleshooting knowledge.

Responsibilities

• Get, categorize, and document problems from users in an expert, well-mannered way over the phone and via email in ITSM Tool.
• Call logging, Call Project, Event Administration & Synchronisation, Call Monitoring and follow-up till closure within agreed SLA.
• Handling IT concerns in a professional, polite way over the phone and by means of e-mail.
• Taking possession of IT issues and handling them in a practical and systematic manner.
• Ensure Top Priority 1 calls are escalated to the Service Support Supervisor immediately.
• Manage a variety of arranged tasks for clients to keep their systems functional.
• Performing full and extensive diagnostics with end users to allow initial point of contact issue resolution.
• Provide timely updates on incidents to the relevant IT groups and customers.
• Ensure notifications from monitoring systems are investigated and escalated appropriately.

Job description

NMC - Corporate in Abu Dhabi seeks a Service Desk Executive with experience in IT solution workdesk design to provide prompt and helpful technical support to end users via phone, remote sessions, or on-site visits.

You will log and categorize incidents, manage their lifecycle, escalate critical issues to the Service Support Supervisor, and communicate progress with customers while ensuring SLA compliance.