Service Desk Executive

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

Service Desk Executive
Looking for an experienced IT Solution Workdesk Designer to offer quick as well as useful technological assistance to end customers Via phone call/ remote/ Physical assistance.QualificationsResponsibilitiesGet, categorize, as well as document all problems from users in an expert, well-mannered way over the phone and via email in ITSM Tool.Call logging, Call Project, Event Administration & Sychronisation, Call Monitoring and also follow-up till closure within agreedSLA.Dealing with incoming IT problems in an expert, polite way over the phone and also by means of e‑mail.Handling incoming IT concerns in a specialist, well-mannered way over the phone and by means of email.Basic IT desktop troubleshooting knowledge.Taking possession of IT issue elevated as well as handling them in a sensible and systematic manner.Make sure that Top priority 1 calls are instantly intensified to the Service Support Supervisor.Make sure that Top priority 2 to 4 telephone calls are escalated effectively and also SLAs are not breached.Managing IT problems with their entire lifecycle from the initial factor of get in touch with through to resolution proactively maintaining the consumer informed of development.Performing full and extensive diagnostics with end users to allow initial point of contact mistake resolution.Guarantee that particular IT group receive timely updates on occurrences.Determine as well as rise repeat issues or solution risks right into solution monitoring teams.Ensure that ALL notifies created by our monitoring systems are investigated, events elevated as well as the associates connected.Manage a variety of arranged tasks for clients, designed to guarantee that the client's systems continue to be functional.Key Location: Corporate Workplace AUHWork Places: Business Workplace AUH Al Hamily Building Opp. Al Manhal Royal Residence, Air Port Roadway Abu DhabiJob: Non MedicalOrganization: NMC - CorporatePermanentJob Posting: Jun 13, 2022, 10:58:22 PM