Service Desk Associate
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Key skills for this role
About the Role
Sukoon Insurance is hiring a Service Desk Associate in Dubai to act as the first point of contact for IT issues. The role involves logging incidents, providing first-level technical support, and ensuring timely resolution.
Key Skills for This Role
Responsibilities
- Log, categorize, and prioritize incidents and service requests accurately in the ticketing tool
- Resolve issues within agreed Service Level Agreements (SLAs)
- Provide initial diagnosis and troubleshooting for hardware, software, network, and application issues
- Deliver support through multiple channels (phone, email, chat, portal)
- Guide users with step by step solutions in a clear and user friendly manner
- Maintain a professional, courteous, and customer focused approach
- Keep users informed on ticket status, progress, and resolution timelines
- Identify and escalate unresolved or complex issues to appropriate support teams
- Execute standard service requests such as account provisioning, password resets, and software installations
- Document resolutions, workarounds, and recurring issues in the knowledge base
- Monitor alerts and system notifications (where applicable)
- Follow ITIL processes (Incident, Request, Problem Management)
Requirements
- Bachelor’s degree in Information Technology, Computer Science, or a related field (or equivalent practical experience)
- 1–3 years of experience in IT Service Desk, Helpdesk, or Technical Support role
- Solid understanding of IT Service Management (ITSM) principles
- Hands on experience with ticketing tools
- Proficiency in troubleshooting hardware, software, network, and application issues
- Familiarity with Windows/macOS operating systems, Microsoft Office 365, and common enterprise applications
- Basic knowledge of networking concepts
- Experience with user account management (Active Directory, password resets, access provisioning)
- Strong problem solving and analytical skills with attention to detail
- Excellent verbal and written communication skills with a customer focused approach
- Ability to manage multiple tasks and prioritize effectively in a fast paced environment
- Demonstrated ability to work both independently and collaboratively within a team
Full Job Posting
Job Purpose
- The purpose of a Service Desk Team Member is to act as the first point of contact for IT related issues and service requests, ensuring timely and effective resolution to minimize business disruption. The role focuses on delivering high quality technical support, maintaining user productivity, and pr
Key Responsibilities
- Incident & Request Management: Log, categorize, and prioritize incidents and service requests accurately in the ticketing tool; Resolve issues within agreed Service Level Agreements (SLAs); Ensure timely closure of tickets with proper documentation.
- First Level Technical Support: Provide initial diagnosis and troubleshooting for hardware, software, network, and application issues; Deliver support through multiple channels (phone, email, chat, portal); Guide users with step by step solutions in a clear and user friendly manner.
- Customer Experience & Communication: Maintain a professional, courteous, and customer focused approach; Keep users informed on ticket status, progress, and resolution timelines; Ensure high levels of customer satisfaction and positive user experience.
- Escalation Management: Identify and escalate unresolved or complex issues to appropriate support teams; Follow up on escalated tickets to ensure timely resolution; Coordinate with internal teams and vendors when required.
- Service Request Fulfilment: Execute standard service requests such as account provisioning, password resets, and software installations; Ensure compliance with access control and security policies.
- Knowledge & Documentation: Document resolutions, workarounds, and recurring issues in the knowledge base; Contribute to continuous improvement of support documentation; Maintain accurate ticket notes and troubleshooting steps.
- Monitoring & Proactive Support: Monitor alerts and system notifications (where applicable); Proactively identify recurring issues and suggest improvements.
- Compliance & Process Adherence: Follow ITIL processes (Incident, Request, Problem Management); Adhere to organizational policies, security standards, and procedures; Maintain data confidentiality and integrity.
- Continuous Improvement: Provide feedback on recurring issues and process improvements; Participate in training sessions and skill enhancement activities; Stay updated with new technologies, tools, and support procedures.
Educations, Skills and Qualifications
- Bachelor’s degree in Information Technology, Computer Science, or a related field (or equivalent practical experience)
- 1–3 years of experience in IT Service Desk, Helpdesk, or Technical Support role
- Solid understanding of IT Service Management (ITSM) principles.
- Hands on experience with ticketing tools
- Proficiency in troubleshooting hardware, software, network, and application issues
- Familiarity with Windows/macOS operating systems, Microsoft Office 365, and common enterprise applications
- Basic knowledge of networking concepts
- Experience with user account management (Active Directory, password resets, access provisioning)
- Strong problem solving and analytical skills with attention to detail
- Excellent verbal and written communication skills with a customer focused approach
- Ability to manage multiple tasks and prioritize effectively in a fast paced environment
- Demonstrated ability to work both independently and collaboratively within a team
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