Service Desk Assistant

Dicetek LLC; Dubai; On-site; AED 134,000 - 201,000; Full time

Job summary

Dicetek LLC seeks an IT service support professional to act as the first point of contact for enterprise customers, handling daily incidents and service requests with ITIL-aligned practices and SLA commitments.

You will own trouble tickets through resolution, coordinate escalations to the proper teams, and continuously update knowledge of products, services, and processes through required training. You will also uphold the company values and contribute to a strong brand representation.

Qualifications

• Handle daily incidents/service requests following ITIL best practices and SLA commitments.
• Own and create Trouble Tickets until resolution.
• Coordinate resolution of escalations and escalate non-standard incidents.
• Maintain up-to-date knowledge of products, services, systems and processes through required training.
• Represent the company values at all times.
• Collaborate with the team to reflect company image and brand values.
• Provide feedback on procedures and products to improve customer service and market intelligence.
• Prepare and maintain operational documentation related to incidents, access control, and standard procedures.

Responsibilities

• Serve as the first point of contact for enterprise customers with incidents and service requests.
• Create and own Trouble Tickets until resolution.
• Coordinate resolutions and escalate non-standard incidents to the concerned teams.
• Attend required training to maintain up-to-date knowledge of products and processes.
• Ensure conduct of behavior and representation of company values at all times.
• Work collaboratively with the team to reflect company image and brand values.
• Provide feedback on issues to optimize procedures and customer service.
• Prepare and maintain incident-related documentation.

Job description

• Serve as the first point of contact for enterprise customers, handling daily incidents/service requests with adherence to ITIL best practices and SLA commitments.
• Create and own the Trouble Tickets until resolution
• Coordinate resolution of customers’ escalations and escalate to the concerned team for 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
• Provide feedback information on issues and concerns about procedures and products to optimize market intelligence gathering and improve customer service.
• Prepare and maintain operational documentation related to incidents, access control, and standard procedures