Help Desk Specialist
Reeqwest HR Consultancy
Abu Dhabi, Abu Dhabi, AE
منذ 1 يوم
source : WHATJOBS

Our client is looking for a Help Desk Specialist to play the following roles...

Position will provide support to technical field technicians, authorized contractors, and business partners.

Support will include problem identification, isolation using diagnostic tools, status analysis, and knowledge articles.

Presents and gains agreement on possible resolutions.

Utilize Knowledge systems as appropriate to identify solutions to known problems.

Responsible for ensuring that solutions provided are successful. Customize and provides relevant business data for knowledge articles.

Prepares standard reports.

Be able to confidently provide useful knowledge articles to technicians after interpreting CE description of problem, talk CE using diagnostic tools, status analysis, and come to agreement on course of action.

When no known solution can be identified, escalates current caller to field specialists, Subject Matter Experts. Works closely with spoke subject matter experts to develop articles to cover discovered gaps.

In addition, develops continuous improvement culture by looking for opportunities to improve current knowledge articles, and detect obsolete articles for removal.

Answer incoming phone calls from field technicians, to include authorized contractors, and business service partners.

Active participation in project teams. Conducts project team meetings, owns meeting action items assigned.

Draw from large pool of diverse resources for information. Develop new approaches for situations in which standard approaches do not apply.

Work in a relatively stressful environment, be the calming influence to eliminate customer, technician drama to properly resolve product issues.

Confidently address negativity in a constructive manner.

Requirements : High School Diploma

High School Diploma

Fluency in English and Greek language - both written and spoken

Functional and technical skills

1 year or more related experience

Microsoft Office / PC literacy and keyboard proficiency

Excellent written and verbal communication skills

Relationship building skills; Excellent communication skills, verbal and written as well as listening skill

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