Service Desk Analyst
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Key skills for this role
About the Role
Halian is seeking a Service Desk Analyst for a contract role in Dubai. The analyst will own the incident/service request lifecycle, provide L1 support, and coordinate with technical teams.
Key Skills for This Role
Responsibilities
- 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
- Manage end user communication regarding major incidents
Requirements
- BSc. degree in a technical field related to Information Technology
- Minimum of 3 years relevant IT experience
- Minimum of 3 years in customer service desk and / or call center
- Fluent in Arabic (native language) and English
- Extensive Office 365 experience, all applications, with administration exposure
- Experience with a recognized ITSM tool (Remedy, ManageEngine, ServiceDesk, Ivanti, etc)
- Basic understanding of networks
- Certification in Microsoft Technologies
Full Job Posting
Timing
- 6 days (Sat Thu), 48 hours a week, comprised of shift/rotational
Essential Duties/Responsibilities
- 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.
- Coordination with other Technology teams and 3rd party suppliers
- Combination of email, telephonic and remote support
Qualifications
- BSc. degree in a technical field related to Information Technology
- Minimum of 3 years relevant IT experience incl. but not limited to: Basic understanding of networks, MS Office Products, Microsoft Windows
- Minimum of 3 years in customer service desk and / or call center
- Fluent in Arabic (native language) and English
- Suitably trained and qualified
- Excellent customer service, communications, and soft skills
- Service oriented, open, and good with analytical skills
- Adaptable
- A track record of Teamwork
- Excellent communication skills
- Customer service focused
- Problem solving and innovation capabilities
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