Service Desk Engineer
Confidential Company
Dubai, UAE
منذ 5 يوم
source : Drjobs.ae
  • The Service Desk Engineer isresponsible for processing end-user support calls (received throughdifferent communication Channels) and attempting to resolve themdirectly, where possible.
  • Job holders is also responsible forcoordinating the resolution of open calls with other IT Supportstaff and keep the Service Desk System up to date.

  • Attend to all communications to IT Service Desk (phone,fax, email)
  • Use phone etiquette whiledealing with user
  • Provide first levelsupport to users and improve first level resolutionpercentage
  • Log the calls and requests in theService Desk System
  • Decide on priorities andimpact for the Service Desk calls and mobilize support team forimmediate resolution for high critical incidents
  • Attempt to resolve incidents directly (e.g. over thephone or via remote management) as first level support
  • If immediate resolution is not possible, assign requeststo second level personnel
  • Communicate withusers regarding use of FAQs, Policies Procedures
  • Notify support personnel about variance and updateService Desk System for reasons and justification
  • Improve skills in line with the new technology rollouts in theIT

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