Service Desk Administrator
Ghobash Group
UAE, Abu Dhabi,Abu Dhabi
منذ 4 يوم
source : Drjobs.ae

Job Role : Service DeskAdministrator

Objectives : A service desk is acommunications centre that provides a single point of contact(SPOC) between a company and its customers, employees and businesspartners.

The purpose of a service desk is to ensure thatusers / customers receive appropriate help in a timelymanner.

Main responsibilities : Increase ClientSatisfaction o Define / analyse client requirements, oDevelop / deliver innovative solutions, o Develop relationships andeffectively communicate with clients and key business stakeholders,o Effectively manage change, o Escalate issues for timelyresolution, o Grow consultative relationships with clients, oManage client requests to resolution, o Meet / exceed clientexpectations, o Provide timely / effective communications, o EnsureQuality and Consistency when Handling Customer Calls o Resolveproblems quickly o Collaborate for a solution in order tofacilitate a superior customer experience and increase the customersatisfaction Drive Incident Resolution to Ensure BusinessContinuity o Close incident records within defined timelinethreshold to minimize impact on client / outage, o Coordinateproblem resolution and create Incident record, o Determine need foradditional resources and assign to correct service provider (groupor individual), o Determine severity and prioritizationclassification for the Incident, o Escalate issues to ensure propersense of urgency / resource allocation, o Evaluate incident todetermine if Change record is needed, o Identify / associate relatedincidents, o Manage Incidents to resolution, within the definedtimeline o Perform Incident diagnostics and resolve incidents andrestore service Enable Timely and Effective Delivery of RequestedServices o Analyses reviews Request and determine if escalation isneeded, o Creates Request record / register a request, o Determinesseverity and prioritization classification for the Request, oEnsures Requestor is properly authorized to receive requestedservices, o Escalates issues to ensure proper sense of urgency / resource allocation, o Manages Requests end-to-end, from Requestregistration, routing, recording / documentation, rejection andun-routing.

o Process Information Requests Reporting &Contribution o Regular reporting on service delivery performance toClient Services Manager and clients o Regularly report serviceimprovements implemented and recommend actions to further improveperformance and service

Requirements

  • College Diploma / IT Professional. (Bachelor'sdegree is preferred) o Microsoft Server AdministrationCertification (MCSA) is preferred.
  • o ITIL Foundation levelcertification is highly recommended o Previous experience inService Desk or Contact Center environment is preferred (at least 1Year)

    بلغ عن هذه الوظيفة
    checkmark

    Thank you for reporting this job!

    Your feedback will help us improve the quality of our services.

    قدِّم طلب ترشيحك
    بريدي الالكتروني
    بالضغط على "واصل" ، أعطي موافقة neuvoo على معالجة بياناتي وإرسال تنبيهات إلي بالبريد الإلكتروني ، على النحو المفصل في سياسة خصوصية لـneuvoo . يجوز لي سحب موافقتي أو إلغاء الاشتراك في أي وقت.
    واصل
    استمارة الطلب