ICT Service Desk Assistant

Dicetek LLC

Dubai

AED 60,000 - 100,000

Job description

Key Accountabilities

Respond to du ICT customers through email and telephone to provide information regarding du ICT Services.
Create and own the Trouble Tickets until resolution.
Coordinate resolution of customers’ escalations and escalate to the supervisor any non-standard incidents.
Continuously develop own skills by attending all required training courses and maintaining an up-to-date knowledge of products, services, systems and work processes necessary.
Ensure conduct of behavior and representation of du values at all times.
Work collaboratively with the team to ensure company image and brand values are illustrated at all times.
Advise the manager regarding new opportunities that may be developed with current customers as well as new prospects.
Provide feedback information on issues and concerns about procedures and products to optimize market intelligence gathering and improve customer service.

Qualifications

Experience

A minimum of 2 years of experience preferably in customer service within an International IT / Telecommunications organization.
Experience in Service Support and/or Delivery role.
Good understanding of ITIL for service management.

Skills

Basic knowledge of Cloud Services (VMware and OpenStack).
Keyboard proficiency and PC skills (MS Office and MS Outlook).
Customer service focused and sales oriented.
Team player.
Flexible approach towards work.
Self-motivated / Self-starter.
Able to work in shifts.
Problem solving / Analytical skills.
Strong communication skills, written and verbal in one, but preferably two of the following languages – English.