Service Desk Agent

Halian | Managed Services, Recruitment Agency & Contract Staffing; Dubai; On-site; AED 96,000 - 144,000; Full time

Job summary

Halian invites applications for a Service Desk Agent in Dubai to provide first-line IT support for educational institutions across the UAE. You will investigate issues with end-user hardware, software, and network systems, escalating where necessary while owning the incident lifecycle and ensuring timely updates to users.

Expected to log and close tickets via ITSM tools, triage requests, and coordinate with Level 2/3 teams and third-party vendors.

Qualifications

• BSc or higher in information technology or a related technical field.
• Minimum of 3 years in IT service desk or call center.
• Fluent in Arabic (native) and English.
• Experience with recognized ITSM tools (Remedy, Manage Engine, Ivanti, etc).
• Solid customer service, communication and analytical skills.

Responsibilities

• Provide day-to-day Service Desk support for educational institutions across the UAE.
• Act as first point of contact for initial technical investigation of end-user hardware and applications.
• Escalate unresolved issues to Level 2/3 or third-party vendors and own the lifecycle to resolution.
• Log, track, and close incidents and service requests using an ITSM tool.
• Coordinate changes with customers and NOC engineers; maintain user communication throughout.

Skills

Networking basics

Customer service

Communication skills

Arabic language

English language

Education

BSc in IT/technical field

Tools

Remedy

ManageEngine

Ivanti

Service Desk

Job description

Our client is one of the leading Leading IT Service provider.

Responsibilities:

This role will provide day-to-day Service Desk technical support for educational institutions across the UAE. You will be the first point of contact for initial technical investigation of end user hardware and application issues for desktop, laptop, peripherals, telecoms and network systems. Any issues that cannot be resolved need to be escalated to the appropriate next level, either onsite/backline or third-party vendor. You will retain ownership of the issue through the entire lifecycle and manage and coordinate all activities whilst maintaining regular end user communication until there is confirmation from the user that the issue has been resolved. End-to-end ownership of the incident/service request lifecycle Communicate effectively with end-users to discuss service requests & / or incident resolution Log, track, manage and close End User, Infrastructure, Network and Application support requests using an ITSM tool Provide L1/Initial Technical Investigation/First Call Resolution of issues for service requests and incidents Act as a single point of contact for the end users Respond to/logging tickets for the end users Ticket triage and categorization Escalate and assign requests / incidents to nominated Level 2/3, 3rd party support groups Track the escalated incident or request for follow-up and user communication – with all support groups until they are fully closed Receive customer change request and log in appropriate tool Coordinate change requests with customer and NOC L2/L3 Engineers Authenticate the end-user by means of contact information, location, or a unique identifier

Qualifications & Skills

BSc. degree in a technical field related to Information Technology Minimum of 3 years relevant IT experience incl. but not limited to: Basic understanding of networks, MS Office Products, Microsoft Windows Minimum of 3 years in customer service desk and / or call center Fluent in Arabic (native language) and English Suitably trained and qualified Excellent customer service, communications, and soft skills Service oriented, open, and good with analytical skills Experience with a recognized ITSM tool (Remedy, Manage Engine, Service Desk, Ivanti, etc) Must have a basic understanding of networks

Halian Group:

With over 27 years of experience, we have come to understand that innovation is the only way to provide agile, practical solutions that transform businesses and careers.

Our resourcing and smart services help you to realize tomorrow’s potential. Discover the amazing things possible when you bring the right people and the right technologies together

Service Desk Agent - DXB in Dubai, United Arab Emirates