Description:
Skills Required : 3 years of minimum experience working in IT Helpdesk.
Certification : ITIL ( will be a plus )
Location : Dubai
Summary on Role :
Answer all the inbound calls coming to Client Service Desk and Log tickets for issues reported
by Clients Customers by doing proper impact assessment. Being an owner of the ticket do the end to end
follow up for the ticket until it is resolved.
Job Responsibilities:
Log all the tickets as per incident management process.
Assign tickets to the Service Desk Engineers\Field Engineers.
Log all the tickets sent by engineers through email.
Owns the life cycle of the ticket.
Manage SLA of the tickets.
Update work logs of the tickets timely.
Follow Escalation process when required.
Perform the role of an incident manager when instructed by Service desk team leader.
Manage all the tickets in his queue by doing timely follow-ups.
Confirm with the customer for ticket closure after engineer fixed the issue.
Perform 24x7 monitoring for all managed services customers.
Conduct customer satisfaction calls with Service desk team leader.
Call back the customers for any abandon calls during your shift.
Make sure that all tickets logged for the day has been assigned to the engineers.
Organization | Crystal Solutions Ltd |
Industry | IT / Telecom / Software Jobs |
Occupational Category | Helpdesk Engineer |
Job Location | Dubai,UAE |
Shift Type | Morning |
Job Type | Full Time |
Gender | No Preference |
Career Level | Experienced Professional |
Experience | 3 Years |
Posted at | 2022-11-15 1:37 am |
Expires on | 2024-04-28 |