| Job Location | United Arab Emirates |
| Education | Graduate |
| Salary | Not Mentioned |
| Industry | Customer Service / Telecalling IT - Hardware |
| Functional Area | Not Mentioned |
Job Position: Service Desk SupportBudget: 6000 AEDKey Responsibilities-Act as the first line of support across multiple channels (ticketing systems, phone, email, chat); log, categorize, prioritize, and track incidents and service requests per ITIL procedures.-Troubleshoot and resolve hardware/software issues (e.g., Windows/macOS/Linux, Office apps, printers, scanners), with remote support capabilities.-Administer user accounts, manage Active Directory (and Exchange/O365 where relevant), and onboard/offboard users.-Escalate complex issues effectively to second-line support; track progress and maintain ownership through resolution.-Adhere to SLA requirements; update users proactively on incident status and ensure timely resolution.-Document solutions, resolutions, and maintain a knowledge base to enable self-service and reduce repeated issues.Required Qualifications-2–5 years of experience in a Service Desk or IT support role.-Understanding of ITIL/ITSM best practices (e.g., incident/request fulfillment, SLAs, escalation paths).-Proficient with ticketing and ITSM tools (e.g., ServiceNow, ManageEngine, JIRA, BMC Remedy).-Technical skills: troubleshooting OS, networks, hardware, remote tools, printers, scanners.-Excellent communication — adept at translating technical issues for end-users with empathy and clarity.Preferred Qualifications-ITIL Certification (Foundation or higher) or in-progress.-Additional relevant certifications (e.g., CompTIA A+, CCNA, MCP/MCSE).
Keyskills :
Troubleshooting OS networks hardware remote tools printers scanners
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