Description:
We are currently looking for an experienced Global IT Support officer
With logistics and Shipping domain
Experience: 7 to 9 Years.
Mandatory skills:
- ITIL foundation level
- IT Support
- L1/L2 IT support
- Service Desk Coordinator
- Remote Desktop Applications
Responsibilities:
- Generates weekly Service Management and Pending calls report;
- Generates reports for the Incident Management and top * Management as requested;
- Assign Incident to Vendor when applicable;
- Assign and escalate Incidents to L2 and L3;
- Reply to Customer email
- Fulfil the user requirement (Release Hardware)
- Follow up any pending calls with other teams and Vendors
- Raise Problem and Change tickets when necessary;
- Send email in case of any major Incident after getting approval from the process owner
- Monitor user interactions from inception to closure as per SLA;
- Log calls and emails received in the Service Management System.
- Categorize and prioritize the incident/Service Request;
- Using Application system to the below following the SM Processes:
- Add Accounts & Services
- Remove Accounts & Services
- Edit Accounts & Services
- Enable & Disable Accounts
- End User permission
- Coordinating with other teams
Location: Abu Dhabi
Notice Period: Immediate or 15 Days