Helpdesk Executive Job Opening. Currently we are looking for Helpdesk Executive for our company. location Dubai. Interested Candidates Can submit their Application, Once you submit Your Resume / CV, your qualifications will be reviewed If selected for an interview, you will be contacted by a member of recruiting team to schedule an interview.
Job Duties and Responsibilities :
o Receive calls, emails and web-tickets for end users, and create Incident tickets in Incident Management Tool, logging all pertinent information
o Provides initial assessment of categorization and prioritization for reported Incidents and
o Service Requests and provides initial support, targeting first contact resolution for service requests
o Co-ordinate efficiently with internal teams and customers to ensure closure of the incident
o Ensures Incidents and Service Requests are properly escalated and assigned to appropriate support groups.
o Perform hierarchical escalation to Incident Management
o Provides communication to end users concerning the status of Incidents and Service Requests
o Compiles data through Incident entry that will be used for management information and reporting
o Build the knowledge base on incidences and its solutions
o Maintains ownership of Incidents, ensuring status update and resolution according to SLAs
o Provide input to the system regarding Continuous Improvement opportunities
o Attend and receive all required training. Job Requirements and Qualifications :
o Diploma or Bachelor or Equivalent Degree
o Minimum 6 months experience in handling helpdesk activities
o Good knowledge of processes and procedures, specifically Incident and Service Level Management
o Effective communication and excellent customer service skills.