It Service Desk Agent

United Arab Emirates, United Arab Emirates

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Serves as first line of support to meet customer needs in Arabic and English
Respond to end user requests for IT assistance via the phone, email and web
Ensure first level incident logging and service request logging in Service Management Tool
Initiates incident cases or service requests
Categorizes and prioritizes incident cases and service requests
Attempts to resolve incidents immediately
Coordinates service requests, software installations, new computer setups, upgrades, etc.
Provide fist line remote support for various technical areas like Desktop/Laptops, virtual desktops, Printers, MFP\xe2\x80\x99s, User account and access management etc.
Document every resolution for calls, incidents, requests, and task assignments in the ServiceDesk tool.
Maintain overall ownership of user\xe2\x80\x99s issue & service ensuring that they receive resolution within a reasonable timeframe.

Bayt

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