Service Desk Specialist - Incident & SLA Champion

Tanqeeb; Dubai; On-site; AED 60,000 - 100,000; Full time

Job summary

Tanqeeb in United Arab Emirates seeks a customer support specialist to serve as the first contact for enterprise clients, handling daily incidents and service requests in line with ITIL and SLA commitments. You will own trouble tickets through resolution, coordinate escalations, and work with teams to restore services quickly.

You will continually develop skills through training, uphold the company values, and help maintain clear incident documentation and knowledge of products and processes.

Qualifications

• ITIL Foundation certification is preferred.
• 1-2 years in technical support or service desk.
• Familiarity with Windows and macOS; proficient in common office productivity tools.

Responsibilities

• 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 coordinate 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

Skills

ITIL Foundation

SLA adherence

Incident management

Windows

macOS

Office Suite

Education

High school diploma

IT degree (Assoc/Bach)

Job description

Tanqeeb in United Arab Emirates seeks a customer support specialist to serve as the first contact for enterprise clients, handling daily incidents and service requests in line with ITIL and SLA commitments. You will own trouble tickets through resolution, coordinate escalations, and work with teams to restore services quickly.

You will continually develop skills through training, uphold the company values, and help maintain clear incident documentation and knowledge of products and processes.