IT Service Desk Analyst - Dubai, United Arab Emirates - Missan IT Solutions

Missan IT Solutions
Missan IT Solutions
Verified Company
Dubai, United Arab Emirates

1 week ago

Ahmed Al-Mansouri

Posted by:

Ahmed Al-Mansouri

beBee Recruiter
Description

Key Accountability & Tasks:


  • Be proactive when dealing with user issues & log all calls on BMC Helix ticketing system.
  • Assist clients resolve any hardware / software related problems.
  • Provide training & advice around computer equipment usage.
  • Escalate more complex calls to the relevant IT Support member.
  • Receives and handles requests for service, following agreed procedures.
  • Logs incidents and service requests and maintains relevant records:
  • Identifies and classifies incident types and service interruptions
  • Records incidents cataloging them by symptom and resolution.
  • Analyze call logs to spot common trends and underlying problems.
  • Prioritize and act on enduser support tickets, keeping each updated with status.
  • Creation of E-Mail Accounts, Security Groups, Access to shared folders.
  • Configure and troubleshoot Microsoft 365 Applications (Office, OneDrive, Teams, etc.).
  • Troubleshoot PC technical issues until resolved or escalate to team for additional assistance.
  • Prepare statistical reports using the helpdesk software to track problem resolution versus internal SLA's.
  • Make suggestions for infrastructure, PC improvements, or enduser education to reduce recurrence of issues.
  • Perform incident closure, verifying problem resolution with Users and documenting resolution procedures.
  • Liaise with other support teams, or product teams as required to resolve requests / issues in a timely manner.
  • Ensure proper documentation, notification, escalation, tracking and follow up of all incidents.
  • Escalate issues to relevant teams based on SOP & Escalation matrix.
  • Provide Incident Response (IR) support when analysis confirms actionable incident
  • Managing Nexthink and proactively contacting and managing tickets.

QUALIFICATIONS, EXPERIENCE, & SKILLS:


  • At least 1 to 3 years of working experience in helpdesk support/call center environment is preferred.
  • Good working knowledge on other IT domains, including software, hardware, servers, and network operations.
  • Prior knowledge of System Administration Windows 10/11 and Windows Server 2016, Antivirus / Encryption, Office365 / Azure AD experience will be beneficial.
  • Ability to multitask, take initiative and work independently with multiple stakeholders.
  • A cando attitude with positive outlook, able to work under pressure.
  • Excellent customer service experience in call center environment or equivalent
  • Strong verbal and written communication skills, interpersonal skills, and the ability to build solid business relationships.
  • Customer Focus, Teamwork and Effective Communication.
  • Personal Accountability & Commitment to achieve.
Resilience and Flexibility (Can do attitude)


Salary:
AED2, AED6,500.00 per month


Ability to commute/relocate:

  • Dubai: Reliably commute or planning to relocate before starting work (required)

Experience:


  • UAE: 1 year (required)

License/Certification:

  • UAE Driving License (required)
Expected Start Date: 17/04/2023
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