Global IT Support

Job Description

We are urgently looking to hire Global IT Support from anywhere across GCC. We welcome more applications since we are hiring for more people.

Location: Abu Dhabi

Responsibilities:

1. Generate weekly Service Management and Pending calls report;
2. Generate reports for the Incident Management and top Management as requested;
3. Assign Incident to Vendor when applicable;
4. Assign and escalate Incidents to L2 and L3;
5. Reply to Customer emails;
6. Fulfill user requirements (Release Hardware);
7. Follow up on any pending calls with other teams and Vendors;
8. Raise Problem and Change tickets when necessary;
9. Send email in case of any major Incident after getting approval from the process owner;
10. Monitor user interactions from inception to closure as per SLA;
11. Log calls and emails received in the Service Management System;
12. Categorize and prioritize the incident/Service Request;
13. Using Application system to follow the SM Processes:
14. Add Accounts & Services;
15. Remove Accounts & Services;
16. Edit Accounts & Services;
17. Enable & Disable Accounts;
18. End User permission;
19. Coordinate with other teams.

Qualifications:

1. Bachelor in IT related field;
2. Excellent customer service skills;
3. Experience in handling customer enquiries and complaints;
4. Familiarity with and experience using Microsoft Office.

Languages: English, Arabic, Urdu – Good Written and Spoken

Years of Experience: 3-5 Years of experience

Nature of Experience: 3-5 years of experience in Service Desk Officer Role.