IT Desktop Heldesk Support Engineer Required in Dubai
IT People.
Dubai - United Arab Emirates, Not Mentioned, United Arab Emirates
منذ 3 يوم
source : Wisdom Jobs

Attend to all communications to IT Helpdesk phone fax email chat live feed walk-in Use phone etiquette while dealing with users Provide first level support to users and improve first level resolution percentage Log the calls and requests in the Service Desk System Decide onpriorities and impact for the Helpdesk calls and mobilize support team for immediate resolution for high critical incidents Attempt to resolve incidents directly e g over the phone or via remote management as first level support Improve first level resolution percentage via phone or remote management Decide onpriorities and impact for the Helpdesk calls and attend immediately to critical incidents If immediate resolution is not possible assign to second level personnel Escalates user problems to higher management which remain open beyond agreed SLA timelines Communicate with users regarding use of Self Service Portal FAQs Policies and Procedures Proactively look at root causes for repeated incidents Track progress and provide call status information to users Provide management reports Statistics Trend analysis Corrective Action Improve skills in line with the new technology roll outs in the IT Department Coordinates with network teams and system administration teams Gathers user requirements fully analyse them and makes recommendations If immediate resolution is not possible assign requests to second level personnel Communicate with users regarding use of FAQs Policies and Procedures Proactively look at root causes for repeated incidents Track progress and provide call status information to users Perform software installations individual and group roll-

outs Manage knowledgebase FAQ Improve skills in line with the new technology roll outs in the IT DepartmentProfile Summary : KeySkills : Profile Summary : KeySkills : Company Profile : IT People is a Consulting company established in the year 1995 We provide Human Capital Solutions in IT field to a wide range of Clients across Various Industries IT People is an ISO 9001-

2000 certified company with process driven approach having its presence in Major IT hubs across Middle East IT People was established with a Mission to provide competent Human Resources to the IT sectors in a cost-

effective manner We provide a wide range of services in Human Resource field i e Placement Services Contract and Projects Staffing and Project Outsourcing We specialized in providing tailor made solution to your Staffing requirements Our years of experience dedication have enabled us to use our wide sophisticated network in IT Industry to identify choose the best suitable candidates for each assignment

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