Technician Retail Service Desk
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Key skills for this role
Role Overview
The Technician Retail Service Desk role provides first-line technical assistance and service desk support for customers.
The team supports telephone and email channels continuously across a 24/7/365 operating environment.
Key Skills for This Role
Full Job Posting
Job Overview
The Technician Retail Service Desk role provides first-line technical assistance and service desk support for customers.
The team supports telephone and email channels continuously across a 24/7/365 operating environment.
Key Accountabilities
- Ensure full availability of service desk telephone and email support 24/7/365.
- Serve as the first customer contact for technical assistance.
- Monitor support mailboxes and log requests in the system.
- Resolve or escalate incidents and service requests using the service desk tool.
- Perform remote troubleshooting and determine appropriate solutions.
- Direct unresolved issues to the next-level support group.
- Provide accurate IT product and service information.
- Record events, problems, and resolutions in logs.
- Follow up on customer status and information.
- Share customer feedback with internal teams and suggest procedure improvements.
Qualifications and Experience
- A B.Sc. in Telecommunications or Computer Engineering, or an equivalent qualification, is required.
- The role requires 1–3 years of solid experience in a telecommunications environment.
- Telecom Engineering graduates or candidates with equivalent qualifications are considered.
Required Skills
- Knowledge of the HP Service Management tool and proficiency in Microsoft Office are required.
- Candidates must be able to work effectively in a 24/7/365 environment.
- The role requires troubleshooting ability, customer service skills, multitasking, prioritization, follow-through, and clear written and verbal communication.
Company Context
The employer is a UAE-based company focused on connecting talented people with clients and supporting customer experience delivery.
The described team context includes Emirates Integrated Telecommunications Company PJSC, which operates the du and Virgin Mobile brands.
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