Job Description

Company Overview: Sunshine Enterprise is a top staffing and recruitment firm, serving clients like Fortune 500 companies, start-ups, government, and private equity firms. We value creativity, diversity, and growth, and offer job opportunities for individuals seeking a rewarding career with a company prioritizing employee satisfaction.

Position Summary:

The Service Desk Analyst provides first-level IT support, ensuring customer satisfaction through timely issue resolution and effective communication. They manage incidents and service requests within Service Level Agreements (SLAs), collaborate with IT teams, and contribute to continuous improvement. The role includes maintaining compliance with company policies and security standards, developing support documentation, and pursuing professional development.

Key Responsibilities:

1. Incident and Service Request Management

· Log, track, and resolve IT incidents and service requests using the IT service management tool, ensuring issues are addressed promptly and efficiently.

· Categorize and prioritize IT issues based on their impact and urgency. Escalate complex or critical issues to appropriate teams or management to ensure timely resolution within SLAs.

· Maintain accurate and detailed records of user interactions, including incident details, resolution steps, and follow-up actions to ensure comprehensive documentation and service continuity.

2. Customer Support and Communication

· Act as the initial point of contact for users experiencing IT issues or requesting services, providing timely and effective support.

· Communicate clearly and professionally with users, keeping them informed of the status and progress of their requests. Ensure that all interactions are documented and follow-up is performed as needed.

· Follow up with users after resolving their issues to ensure complete resolution and gather feedback on service quality to enhance support processes.

3. Collaboration and Coordination

· Work closely with other IT teams to facilitate effective service delivery and resolve complex technical issues. Collaborate to ensure seamless integration of services and solutions.

· Assist in the implementation of IT projects and initiatives as required, contributing to project planning, execution, and support.

· Participate actively in team meetings, training sessions, and collaborative efforts aimed at improving service operations and fostering team cohesion..

4. Documentation and Knowledge Management

· Develop and maintain comprehensive support documentation, including knowledge base articles, troubleshooting guides, and procedural documents.

· Ensure all documentation is accurate, up-to-date, and easily accessible to users and IT staff to facilitate efficient problem resolution and knowledge sharing.

· Contribute to the continuous improvement of documentation practices and resources, providing input on enhancements and updates based on user feedback and evolving needs.

5. Compliance and Security Adherence

o Adhere strictly to company policies, procedures, and security standards in all actions and interactions to ensure compliance and protect organizational assets.

o Safeguard sensitive information and maintain confidentiality at all times, following best practices to prevent unauthorized access or data breaches.

o Stay informed about the latest IT security trends and practices to ensure compliance with security protocols and to safeguard company data effectively.

Qualifications & Skills:

· Bachelor's degree in computer science, Information Technology, or a related is required.

· Relevant certifications such as Microsoft Certified: Windows 10, Apple Certified Support Professional (ACSP), CompTIA Network+, or ITIL Foundation are advantageous.

· Ensure compliance with company policies, procedures, and security protocols in every action and interaction.

· Protect sensitive information and uphold strict confidentiality at all times.

· Keep up-to-date with the latest IT security trends and best practices to ensure adherence to security standards and protect company data.

Additional Details: -

Job Location - Abu Dhabi, UAE Start Date - Immediate Contract Duration - Long term

SUNSHINE ENTERPRISE is an Equal Opportunity Employer and does not discriminate on the basis of race or ethnicity, religion, sex, national origin, age, veteran disability or genetic information or any other reason prohibited by law in employment.