Service Desk Specialists (Emiratization)

Service Desk Specialists (Emiratization)

The Service Desk Specialist will be the first point of contact for resolving IT-related issues and providing technical support. This role is vital in ensuring the smooth operation of IT services and helping users resolve their technology-related challenges. In addition, the specialist is responsible for supporting level 1 Applications by providing first-line support for the organization's software applications. This position involves responding to user issues, troubleshooting problems, and escalating more complex issues to higher levels of support. The role requires basic technical knowledge, excellent communication skills, and a customer-oriented approach.

Key Responsibilities:

1. Incident Handling: Respond to user queries and incidents through the ticketing system, phone, or email.
2. Incident Resolution: Resolve low-complexity issues or queries related to application functionality within predefined timelines.
3. Knowledge Base: Contribute to the creation and maintenance of the knowledge base, providing solutions and workarounds for frequently encountered issues.
4. Collaboration: Work closely with cross-functional teams, such as Level 2 support, other department teams, and vendors, to ensure timely issue resolution.
5. Communication: Keep users informed on the status of their issues and provide appropriate follow-ups until resolution.
6. Report Generation: Generate basic reports on incidents, trends, and performance for management review.
7. Serve as the primary contact for IT support, responding to and resolving user-reported issues, incidents, and service requests.
8. Provide timely and effective technical support through various channels, including phone, email, and chat.
9. Troubleshoot hardware and software problems, guiding users through the resolution process.
10. Document and prioritize support requests, ensuring accurate and efficient case management.
11. Provide user training and guidance on best practices for IT usage.
12. Contribute to the improvement of IT service quality and efficiency by identifying recurring issues and suggesting solutions.
13. Stay current with technology trends and participate in training and development activities.