Technician - IT Service Desk

Emirates Integrated Telecommunications Company; Dubai; On-site; AED 60,000 - 90,000; Full time

Job summary

Emirates Integrated Telecommunications Company PJSC is seeking a Service Desk professional to ensure continuous telephone and email support around the clock. You will be the first line of contact for customers, log and manage requests, and escalate issues as needed while maintaining detailed records and clear communications with users.

The role requires a telecom background, proficiency with HP Service Management, and the ability to work in a fast-paced 24/7 environment with a customer-focused

Qualifications

• Fluent English and strong communication skills are required.
• Able to work effectively in a 24/7 environment and manage multiple tasks.

Responsibilities

• 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 via phone or email.
• Pro-actively monitor support mailboxes and log incidents and service requests in the service desk tool.
• Resolve or escalate incidents and service requests with documentation in logs; follow up with customers.

Skills

Fluent English

Strong communication

MS Office

HP Service Management

24x7 support

Education

Telecom Engineering degree

Tools

HP Service Management

Job description

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

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 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.
• 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.