Technician Retail Service Desk

Emirates Integrated Telecommunications Company

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.

Proactively monitor support mailboxes and log incidents in the system.

Resolve or escalate customer-reported incidents and service requests, recording them in the service desk tool.

Members of the Service Desk team must possess excellent verbal and written communication skills, troubleshooting skills, and thorough knowledge of all products, services, tools, and Service Management processes.

Perform remote troubleshooting using diagnostic techniques and pertinent questions.

Determine the best solution based on the issue and customer-provided details.

Escalate unresolved issues to the next support level.

Provide accurate information on IT products or services.

Record events, problems, and resolutions in logs.

Follow up and update customer status and information.

Relay customer feedback or suggestions to the appropriate internal team.

Identify and suggest possible procedural improvements.

Qualifications:

• B.Sc. in Telecommunications or Computer Engineering.

Experience:

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

Skills:

• Knowledge of using the HP Service Management tool.
• Proficiency in MS Office.
• Ability to work effectively in a 24/7 environment.
• Friendly disposition and good customer service skills to communicate technical information clearly to non-technical personnel.
• Ability to handle multiple tasks, prioritize, and follow through effectively.
• Clear and concise communication skills, both orally and in writing.