Technician Retail Service Desk

DU; Dubai; On-site; AED 140,000 - 190,000; Full time

Job summary

DU UAE, a young UAE-based company, is seeking a Service Desk Analyst to provide round-the-clock technical support for customers over phone and email. You will log and categorize incidents, perform remote diagnostics, and escalate complex issues to the appropriate resolver group while keeping customers informed.

The role requires a BSc in Telecommunications or Computer Engineering and 1–3 years of telecom experience, with strong communication and customer-service skills in a fast-paced

Qualifications

• B Sc in Telecommunications or Computer Engineering.
• 1–3 years of solid telecom industry experience.

Responsibilities

• Ensure full availability of Service Desk telephone and email support 24x7.
• Serve as the first point of contact for customers seeking technical assistance.
• Log incidents and service requests in the service desk tool and monitor queues.
• Perform remote troubleshooting and determine best solution based on issue details.
• Escalate unresolved issues to the next level of support/resolver group.
• Provide accurate information on IT products or services and follow up with customers.

Skills

Customer service

Communication

Troubleshooting

Multitasking

Clear written/oral communication

Problem resolution

Education

B Sc in Telecommunications/Computer Engineering

Tools

HP Service Management

MS Office

Job description

div strong Important strong 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 so your application can 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 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

B Sc in Telecommunications Computer engineering

Experience

1-3 years solid experience in a telecom environment Telecom Engineering graduate or equivalent

Skills

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

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