Service Desk Assistant - UAE

See Ishidas Current Vacancies; Dubai; On-site; AED 50,000 - 80,000; Full time

Job summary

A leading company in the ME aftersales department is seeking a customer service support professional. The role involves coordinating service activities, managing customer requests, and ensuring high-quality service delivery. Ideal candidates will have strong organizational skills, attention to detail, and experience in customer service or B2B support.

Qualifications

• Proven experience in a similar role, ideally in customer service or B2B client support.
• Strong communication skills, both written and verbal.
• Self-motivated, proactive, and a strong team player.

Responsibilities

• Manage customer requests from identification to closure, ensuring satisfaction.
• Organize service visits and maintain communication with customers.
• Log and maintain tickets on Zendesk within SLAs.

Skills

Organizational skills

Attention to detail

Problem-solving

Communication

Teamwork

Job description

Main Purpose of the Role

To support and provide cover for the spares administration and technical personnel, helping coordinate service activities within the ME aftersales department for customers based in the given region/sector.

Primary Responsibilities

1. Take ownership of customer requests from identification of needs to closure of the file, aiming to achieve customer satisfaction at all times. This involves contacting other departments and coordination.
2. Establish service visit quotations and process orders on the LN system.
3. Log and maintain tickets on Zendesk within the required SLAs.
4. Organise service visits, ensure spares are on site, service engineers understand the visit's purpose, confirm visits with customers, establish follow-up spares, and a service visit once the engineer's report is received. Forward the report to the customer and invoice for spares and service visits. Proceed with hours accounting and filing as required.
5. Handle repairs or warranty issues and liaise with Woodgate.
6. Answer phone calls and emails politely within the agreed timeframe.
7. Establish credit notes for parts returns.
8. Support workloads and serve as the backup of the Administrator when absent.
9. Support and backup the Spares Coordinator when absent.
10. Support and be a secondary backup for the Service Desk Engineer when absent.
11. Build spares quotations, liaising with the UK spares, Japan, and UK shipping teams.
12. Find technical information within Ishida systems to support engineers and customers.

Skills and Experience We Are Looking For

The ideal candidate will be highly organised, with excellent planning skills and strong attention to detail. They should be confident using IT systems and demonstrate effective problem-solving abilities. Accuracy, task management, and meeting deadlines are essential.

We seek someone with proven experience in a similar role, ideally with a background in customer service or B2B client support. Exceptional communication skills, both written and verbal, and the ability to build positive relationships are crucial.

The successful candidate will be self-motivated, proactive, a strong team player, and a leader by example. They should approach work with a positive attitude, integrity, and a commitment to high-quality results. A quick learner, dependable, and capable of ownership and collaboration will thrive in our high-performing team environment.

Applications should be submitted by 25 May 2025.

Interested in this opportunity?

If you'd like an informal discussion about the role before applying, please contact Frank Debarro. Discuss with your manager and then apply using the link in the email.