Our partner is looking for a Service Desk Agent working on their prestigious projects for a long term contract in the UAE.

Your Responsibilities: This role will provide day-to-day Service Desk technical support for educational institutions across the UAE.

You will be the first point of contact for initial technical investigation of end user hardware and application issues for desktop, laptop, peripherals, telecoms and network systems.

Any issues that cannot be resolved need to be escalated to the appropriate next level, either onsite/backline or third-party vendor.

You will retain ownership of the issue through the entire lifecycle and manage and coordinate all activities whilst maintaining regular end user communication until there is confirmation from the user that the issue has been resolved.

End-to-end ownership of the incident/service request lifecycle

Communicate effectively with end-users to discuss service requests & / or incident resolution

Log, track, manage and close End User, Infrastructure, Network and Application support requests using an ITSM tool

Provide L1/Initial Technical Investigation/First Call Resolution of issues for service requests and incidents

Act as a single point of contact for the end users

Respond to/logging tickets for the end users

Ticket triage and categorization

Escalate and assign requests / incidents to nominated Level 2/3, 3rd party support groups

Track the escalated incident or request for follow-up and user communication – with all support groups until they are fully closed

Manage end user communication regarding major incidents, such as: service interruptions, general information etc.

Your Qualifications

BSc. degree in a technical field related to Information Technology

Minimum of 1 years relevant IT experience incl. but not limited to:

Basic understanding of networks

MS Office Products

Microsoft Windows.

An Important Announcement from (jobscoin.com) for jobs seekers and employers.

Do not pay any type of payment to get the job or hire someone. We are just sharing jobs from multiple sources and we are not responsible for any type of scam.

NOTE: Never make payment to any employer, person, company, contractor or agency to get hired for a Job.

Email: hr.navi92@gmail.com