Job Description

Key Responsibilities:

Delivering a client focused service experience for technology user queries received over the phone, mail or ticketing tools in a professional and timely manner while demonstrating the highest standards of verbal communication. Serve as the first point of contact for our clients seeking technical assistance over the phone, email and ticketing tool. Follow best practice ticket management processes, ensuring tickets owned are handled and updated as per process and every effort is made to make service levels. Direct unresolved issues to the next level of support personnel. Provide accurate information on IT products and services. Record events and problems and their resolution in logs. Follow-up and update customer about the support status and make record in ITIL tool. Pass on any feedback or suggestions by customers to the appropriate internal team. Identify and suggest possible improvements on procedures.

Skills Required:

Good communication and time management skills. Should have 1+ years of experience. Willingness to do fieldwork. Hands on experience in desktop support. Proven experience as a Support Engineer or other customer support role. Good work experience on Office365 and other IT peripherals. Ability to work under pressure and prioritize tasks based on urgency and importance. Motivation to learn new skills and technologies. Critical thinker and problem-solving skills. Degree in information technology, computer science or equivalent. Experience in any ITIL tool is a plus.
Job Types: Full-time, Permanent

Pay: AED2,000.00 - AED2,500.00 per month