Job Description

Key Accountabilities

Respond to du ICT customers through email and telephone to provide information regarding du ICT Services. Create and own the Trouble Tickets until resolution Coordinate resolution of customers' escalations and escalate to the supervisor any non-standard incidents Continuously develop own skills by attending all required training courses and maintaining an up-to-date knowledge of products, services, systems and work processes necessary. Ensure conduct of behavior and representation of du values at all the times. Work collaboratively with the team to ensure company image and brand values are illustrated at all the times Advise the manager regarding new opportunities that may be developed with current customer as well as new prospects. Provide feedback information on issues and concerns about procedures and products to optimize market intelligence gathering and improve customer service.

Qualifications:

Minimum Diploma CCNA/CCNP/ITIL Certification preferred

Experience:

A minimum 2 years of experience preferably in customer service within an International IT / Telecommunications organization. Experience Service Support and or Delivery role. Good understanding of ITIL for service management

Skills:

Basic knowledge of Cloud Services (VMware and Open stack) Keyboard proficiency and PC skills (MS Office and MS Outlook). Customer Service focused and Sales orientated Team player Flexible approach towards work Self-motivated / Self-starter Able to work in shifts Problem solving / Analytical skills Strong communication skills written and verbal in one, but preferably two of the following * Languages - Arabic / English preferred