IT Service Desk Required in Dubai - Dubai
Key accountabilities
Serve as the first point of contact for Sales Channel seeking technical assistance over the phone or email.
Receive and log hotline calls received from all Sales Channels, specify the product and business application impacted, determine best course of action and provide real time assistance, covering all Sales related processes impacted due to IT Business Application performance degradations, Product Defects, configurations, etc..
Communicate and escalate non-resolved IT issues/defects as per the escalation Matrix, involving all required stakeholders especially Business Application support teams and Marketing Product/system Owners, and respond back to Sales Channels once issue/defect is resolved.
Perform remote troubleshooting through IT diagnostic techniques and pertinent questions
Determine the best solution based and apply the same.
Walk the customer through the problem-solving process
Record/Log all received calls, perform required follow ups, and update with resolutions.
Be accountable, seeking outstanding performance in coordination with all team members.
Minimum Experience
Fresher or Proven 2 years’ experience as a help desk Support or other customer support role
Minimum education
Diploma or Degree holder in Management Information Systems, or equivalent
Knowledge and skills
IT Software and Business application savvy especially DSP, BSCS, CRM, MPOS and Wincash.
Good understanding of computer systems and Mobile devices.
Ability to diagnose and resolve basic technical issues
Strong self-motivation, drive, initiative and results orientation
Flexible, creative and adaptable to changing environments and pressures
Excellent verbal and written communication skills with an ability to analyze data and think A to Z of consequences
Strong analytical and product management skills, including a thorough understanding of how to interpret customer’s business needs and translate them into application and operational requirements
Ability to interact professionally with a diverse group of people, all levels within the organization such as executives, managers, and subject matter experts
High levels of computer literacy in Word, Excel, Access, Power Point, Outlook and presentation skills
Proficiency in English
Excellent communication skills
Customer-oriented and cool-tempered
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