It Helpdesk Consultant
Dubai, United Arab Emirates
Job Description
13263-IT Helpdesk Consultant
Experience: 4-7
Posted: 27 Mar,2023
Location: United Arab Emirates
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Key Responsibilities & Accountabilities:
Education & experience:
Competencies:
- Pick-up all the calls on 2222 & call back if any call is missed.
- 90% of tasks to be closed within 24 hours of assignment.
- 90% of tickets to be closed within 24 hours & rest 10% within 3 days.
- Provide helpdesk support and resolve problems to the end user\xe2\x80\x99s satisfaction.
- Log all help desk interactions with users.
- Monitor Service Desk for tickets assigned to the queue and process first-in first-out based on priority.
- Identify and escalate situations requiring urgent attention.
- Report escalated issues to Support Manager
- Follow standard help desk procedures.
- Redirect problems tickets/tasks to correct resources.
- Issue Events Laptops/Tablets to users & ensure it returned from users immediately after event.
- New Joiner Tickets are created & assigned to Engineers well in advance.
- Inform management of recurring problems
- Document internal procedures.
Education & experience:
- B. Tech Degree or equivalent
- Experience in a range of 3-4 Years
- Experience in providing end user IT Support though Phone, email.
Competencies:
Technical / Functional Competencies
Behavioural Competencies
- Technical knowledge of Windows 7 / 10
- Technical know-how of Desktops / Laptops / Tablets
- Images Creation
- MS Office
- IT Process Improvement
Behavioural Competencies
- Excellent Communication
- Time management
- Result orientation
Required Skills
Skill
Years
Months
L1/L2 IT support
5
0
Technical support role
5
0
IT Service Desk
5
0
Monitoring tickets
5
0
IT Engineer- End User Support
5
0
Time Management
5
0
Windows 7 / 10
5
0
Images Creation
5
0
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Job Detail
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Job IdJD1518981
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IndustryNot mentioned
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Total Positions1
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Job Type:Full Time
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Salary:Not mentioned
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Employment StatusPermanent
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Job LocationDubai, United Arab Emirates
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EducationNot mentioned