Minimum Requirements :
With 4 yrs or more experience as a Service Desk Analyst
Highly communication skills over the phone and Emails
Good computer skills (MS Word, Excel and Power Point)
Job Purpose : A service desk is a communications center that provides a single point of contact (SPOC) for employees. The purpose of a service desk is to ensure that users receive appropriate help in a timely manner.
Principal Accountabilities :
Handling Employees requests :
Receive user request, contact the user to collect the information and modify the request details.
Select the correct category, Subcategory and assign to Site engineer.
Define / analyses user requirements from Business prospective.
Determine severity and prioritization classification for the request.
Develop relationships and effectively communicate with employees and key business stakeholders,
Provide timely / effective communications.
Ensure Quality and Consistency when Handling employees requests.
Drive Incident Resolution to Ensure Business Continuity
Close incident records within defined timeline threshold to minimize impact on user.
Escalate issues to ensure proper sense of urgency / resource allocation.
Evaluate incident to check if problem is need to open or not.
Identify / associate related incidents.
Job Type : Full-time Salary : AED8,500.00 / month Experience :
Service Desk Analyst : 4 years (Required)