Service Desk Assistant

See Ishidas Current Vacancies; Dubai; On-site; AED 60,000 - 120,000; Full time

Job summary

A leading engineering company in Dubai is seeking a Customer Support Coordinator to manage customer requests and enhance service operations. This role focuses on organizing service visits, processing orders, and ensuring customer satisfaction through effective coordination and communication. Ideal candidates will have strong organizational skills, a background in customer service, and the ability to work well in a team. Join a proactive environment where your contributions will be valued.

Qualifications

• Proven experience in a similar role.
• Background in customer service or B2B client support.
• Ability to manage tasks efficiently and meet deadlines.

Responsibilities

• Take ownership of customer requests from start to finish.
• Organize service visits and manage related documentation.
• Log and maintain tickets on the system within SLAs.
• Deal with repairs or warranty issues.
• Support and provide backup for various roles.

Skills

Organizational skills

Planning skills

Attention to detail

Communication skills

Problem-solving abilities

Job description

Main Purpose of the role

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

Primary Responsibilities

• Take ownership of a customers request from the identification of the need up to the closure of the file with the aim to achieve customers satisfaction all time. This will require contact with other departments and coordination.
• Establish service visit quotations and process orders on the LN system.
• Log and maintain tickets on Zendesk within the required SLAs.
• Organise service visits make sure spares are on site service engineer knows the aim of their visit confirm the visit with the customer establish follow up spares and a service visit once the service engineer has sent their report. Forward the report to the customer and invoice the customer for spares and the service visit. Proceed with hours accounting and filing as required.
• Deal with repairs or warranty issues and liaise with Woodgate.
• Answer phone and emails in a polite manner and in agreed timeframe.
• Establish credit notes for parts returns.
• Support workloads and be the backup of the Administrator when absent.
• Support and be the backup of the Spares coordinator when absent.
• Support and be secondary backup for the Service desk engineer when absent.
• Build spares quotations liaise with the UK spares Japan and UK shipping teams.
• Find technical information within Ishida systems to support engineers and customers.

What skills are we looking for

The ideal candidate will be highly organised with excellent planning skills and strong attention to detail. They will be confident using IT systems and demonstrate effective problemsolving abilities. Accuracy is essential in this role along with the ability to manage tasks efficiently and meet deadlines consistently.

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

The successful candidate will be selfmotivated proactive and a strong team player who leads by example. They will approach their work with a positive attitude and a strong work ethic showing integrity and a commitment to delivering highquality results. A quick learner and a dependable completerfinisher they will take ownership of their responsibilities and contribute to a collaborative highperforming team environment.

Applications should be submitted by the close of 25 May 2025

Are you interested in this opportunity

If you would like an informal conversation about the role before applying please contact Frank Debarro discuss with your manager and then apply using the link in the email.