Technician - IT Service Desk

edara; Dubai; On-site; AED 100,000 - 160,000; Full time

Job summary

Emirates Integrated Telecommunications Company PJSC, known as du and Virgin Mobile, seeks a Service Desk professional to ensure 24/7 support, handle incidents and service requests, and deliver excellent customer service.

The role requires a Bachelor’s degree, 1–3 years in telecom, proficiency with HP Service Management, and strong MS Office skills. Candidates must thrive in a 24x7 environment and communicate clearly with non-technical users.

Qualifications

• Bachelor’s degree required.
• 1–3 years telecom experience; Telecom Engineering background or equivalent.
• Knowledge of HP Service Management tool is required.
• Proficient in MS Office.
• Ability to work in a 24x7x365 environment.
• Good communication skills to explain technical issues to non-technical users.

Responsibilities

• Provide 24/7 Service Desk support via phone and email (24x7x365).
• Serve as the first point of contact for customers seeking technical assistance.
• Pro-actively monitor support mailboxes and log incidents in the service desk tool.
• Resolve or escalate incidents and service requests as appropriate.
• Maintain thorough knowledge of products, services, tools, and Service Management processes.
• Perform remote troubleshooting and ask pertinent questions to diagnose issues.
• Direct unresolved issues to the next level of support resolver group.
• Provide accurate information on IT products or services.
• Log events and resolutions in the system and follow up with customers.
• Capture customer feedback for internal process improvements.

Skills

Fluent English

Customer service

Problem solving

Multitasking

Education

Bachelor’s degree

Tools

HP Service Management

MS Office

Job description

Job Description

After reviewing the key responsibilities and deciding to apply, you will need to complete an AI-based chat interview. This is part of the application process. The interview is not timed, but please complete it within a reasonable period for your application to move forward.

Key Accountabilities

• Ensure full availability of Service Desk telephone and email support 24/7X365 days.
• Serve as the first point of contact for customers seeking technical assistance over the phone or email.
• Pro-actively monitor support mailboxes and log in the system.
• Be responsible for resolving or escalating customer reported Incidents and Service Requests and log them in the service desk tool.
• As a result, members of the Service Desk team must have excellent verbal and written communication skills and troubleshooting skills as well as thorough knowledge of all products, services, tools, and Service Management processes
• Perform remote troubleshooting through diagnostic techniques and pertinent questions
• Determine the best solution based on the issue and details provided by customers
• Direct unresolved issues to the next level of support resolver group.
• Provide accurate information on IT products or services
• Record events and problems and their resolution in logs
• Follow-up and update customer status and information
• Pass on any feedback or suggestions by customers to the appropriate internal team
• Identify and suggest possible improvements on procedures

Qualifications

• Bachelor’s degree

Experience

• 1-3 years solid experience in a telecom environment.
• Telecom Engineering graduate or equivalent.
• Must have knowledge on using the HP Service Management tool.
• Must be proficient in MS office.
• Must be able to work effectively in a 24 x 7 x 365 environment.
• Must have a friendly disposition and good customer service skills in order to clearly and effectively communicate technical situations to non-technical personnel.
• Ability to handle multiple tasks at once, to prioritize, and demonstrate excellent follow-through on each task assigned.
• Ability to express oneself clearly and concisely, both orally and in writing.

Skills

• Fluent English language; Strong written and verbal communications skills (including strong legal drafting skills);
• Strong negotiating skills.
• Strong commercial focus, pragmatic and solutions oriented.
• Well organized & efficient, with ability to manage time and prioritize effectively.
• Results & outcomes focused, with ability to produce high-quality output with minimal supervision.
• Professionalism and attention to detail and quality.
• Teamwork, co-operation and customer service orientation.
• PC skills (Word, Outlook, PowerPoint)
• Bilingual capability in Arabic and English desirable but not essential.

About Us

Who we are: A young UAE based company focused on finding talented people, helping them and our clients to grow

What we do: Delivering great customer experiences is at the heart of what we do. We do this by creating meaningful connections between brands and their customers, by providing the right people who seamlessly integrate into our clients’ organizations to deliver great experiences.

About The Team

About Emirates integrated Telecommunications Company PJSC

The Emirates Integrated Telecommunications Company PJSC was founded in 2005. We are the UAE’s second licensed telecommunications operator. We operate under two brands: du (launched in 2007) and Virgin Mobile the region’s first digital service (started operations in September 2017). We are listed on the Dubai Financial Market (DFM) and trade under the DU ticker (Bloomberg DU UH, Refinitiv DU.DU). Our core shareholders are government-related entities (Emirates Investment Authority 50.12%, Emirates International Telecommunications 19.7%, Mamoura Diversified Global Holding PJSC 10.06%) and the remaining by public shareholders.