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    It Support Analyst - Dubai, United Arab Emirates - Halian uae

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    Description
    • Monitoring your ticket queue inFresh Service, prioritising & keeping users updated,supporting users issue or Assigning it on the relevant resolverteam where necessary.
    • Working with a continuousimprovement approach
    • Manning the TechBar
    • To own the progress of the support callfrom inception to resolution and keep customers informed of theprogress of their reported incident andrequests.
    • Ensure that incidents and requestsare handled according to Chalhoub WPT (desktop support)SLA's
    • Guarantee that the end-to-endownership of issues is managed to the satisfaction of thecustomer.
    • Preventative Maintenance, creatingSOP's and knowledge basedocumentation.
    • Boots on the group for projectsin flight
    • Maintain a close working relationshipwith the other resolver teams.
    • Prioritise& escalate incidents and problems based on the businessimpact and reported problems.
    • Regularly reportthe current status of the supportoperation
    • Assisting on Major incidents whererequired which may incur after hours.
    • AV/VCevents, Meeting room support
    • Work on call aspart of a rota when required.


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