The Role

• This role will provide day-to-day Service Desk technical support for educational institutions across the UAE. \xe2\x80\xa2 You will be the first point of contact for initial technical investigation of end user hardware and application issues for desktop, laptop, peripherals, telecoms and network systems. \xe2\x80\xa2 Any issues that cannot be resolved need to be escalated to the appropriate next level, either onsite/backline or third-party vendor. \xe2\x80\xa2 You will retain ownership of the issue through the entire lifecycle and manage and coordinate all activities whilst maintaining regular end user communication until there is confirmation from the user that the issue has been resolved. \xe2\x80\xa2 End-to-end ownership of the incident/service request lifecycle \xe2\x80\xa2 Communicate effectively with end-users to discuss service requests & / or incident resolution \xe2\x80\xa2 Log, track, manage and close End User, Infrastructure, Network and Application support requests using an ITSM tool \xe2\x80\xa2 Provide L1/Initial Technical Investigation/First Call Resolution of issues for service requests and incidents \xe2\x80\xa2 Act as a single point of contact for the end users \xe2\x80\xa2 Respond to/logging tickets for the end users \xe2\x80\xa2 Ticket triage and categorization \xe2\x80\xa2 Escalate and assign requests / incidents to nominated Level 2/3, 3rd party support groups \xe2\x80\xa2 Track the escalated incident or request for follow-up and user communication \xe2\x80\x93 with all support groups until they are fully closed \xe2\x80\xa2 Manage end user communication regarding major incidents, such as: service interruptions, general information etc. \xe2\x80\xa2 Coordination with other Technology teams and 3rd party suppliers \xe2\x80\xa2 Combination of email, telephonic and remote support \xe2\x80\xa2 Receive customer change request and log in appropriate tool \xe2\x80\xa2 Coordinate change requests with customer and NOC L2/L3 Engineers \xe2\x80\xa2 Authenticate the end-user by means of contact information, location, or a unique identifier \xe2\x80\xa2 Actively develop and contribute to a proprietary knowledge management repository for use by team members \xe2\x80\xa2 Manage single software installations, changes, or removal from end-user equipment via remote access \xe2\x80\xa2 Provide end-user password management for network, system, applications where authorized \xe2\x80\xa2 Provide problem management services \xe2\x80\xa2 Timings: 6 days (Sat-Thu), 48 hours a week, comprised of shift/rota

Requirements
Your Qualifications \xe2\x80\xa2 BSc. degree in a technical field related to Information Technology \xe2\x80\xa2 Minimum of 3 years relevant IT experience incl. but not limited to: \xe2\x80\xa2 Basic understanding of networks \xe2\x80\xa2 MS Office Products \xe2\x80\xa2 Microsoft Windows \xe2\x80\xa2 Minimum of 3 years in customer service desk and / or call center \xe2\x80\xa2 Fluent in Arabic (native language) and English \xe2\x80\xa2 Suitably trained and qualified \xe2\x80\xa2 Excellent customer service, communications, and soft skills \xe2\x80\xa2 Service oriented, open, and good with analytical skills \xe2\x80\xa2 Adaptable \xe2\x80\xa2 A track record of Teamwork \xe2\x80\xa2 Excellent communication skills \xe2\x80\xa2 Customer service focused \xe2\x80\xa2 Problem solving and innovation capabilities \xe2\x80\xa2 Excellent communication skills, both written and verbal/nonverbal \xe2\x80\xa2 Interpersonal Skills \xe2\x80\xa2 Must have extensive Office 365 experience, all applications, with administration exposure if possible \xe2\x80\xa2 Experience with a recognized ITSM tool (Remedy, Manage Engine, ServiceDesk, Ivanti, etc) \xe2\x80\xa2 Must have a basic understanding of networks \xe2\x80\xa2 Certification in Microsoft Technologies

About the company
Founded in 1996, Halian is an IT services company with a strong track record of delivering value for our customers across the UK, Europe, The Middle East and Africa. The experience we have gained means that we can help our clients reduce information technology costs, increase IT systems performance, and free up valuable internal resource to focus on core business activities. Our knowledge base covers a variety of industry sectors including Government, Healthcare, Telecommunications and Pharmaceuticals, as well as a specialist Financial markets capability in our Luxembourg office. We operate with a culture of openness and trust that helps us to develop strong working relationships with our clients and with our core technology partners Dell, Oracle, Red Hat and Symantec. Our three key service offerings of Managed Services, Resourcing Services and Professional Services can be used independently or integrated to provide a truly comprehensive service.