IT-Service-Desk-Orient-infotech-FZ-LLC-Dubai

Job Description: Receiving calls and acting as the first and single point of contact to the Users. Recording and tracking Incidents and complaints that will be reported by: Users via phone/email/online tool
• Infrastructure events that will be triggered by respective infrastructure monitoring tools
• Registrations, Classification and Allocation
• Keeping Users informed on request status and progress regularly. This will ensure that the User is aware of the progress being achieved on the incident reported.
• Attempt and try to resolve issues by using Knowledge Base for incident that can be resolved at their level.
• Escalating incidents to Level 1 engineers for incidents not resolved through remote support or with the help of knowledge base.
• Monitoring of all the incidents and requests logged in the Service Management tool and escalate as appropriate.
• Service Desk will do the monitoring of incidents and requests until they are closed to the satisfaction of Users who had logged such incidents/requests.
• Communicating planned and short-term changes of service levels to Users.
• Coordinating second-line and third-party support groups as and when required for speedy resolution of incidents.
• Ensuring the adherence of response time and resolution time as defined in the SLA
• Providing management information and recommendations for service improvement
• Identifying Training needs and reports. Trend analysis and Reporting
• Closing Incidents and confirmation with the User
• Fair Knowledge of best practices – ITIL / ISO, etc.
• Excellent Communication skills.
• Excellent in telephone etiquette.
• Min experience 3+ years in the Help desk / Service Desk / Call center executive role.
• Background of giving telephonic support for Application support will be a advantage.
Desired Candidate's Profile
Experience 3 - 5 years
Education Basic - Bachelor of Arts
Nationality Any Nationality
Gender Any
Contact:Name Mura - Group HR Email murali@orientinfotech.com