| Job Location | United Arab Emirates |
| Education | Graduate |
| Salary | Not Mentioned |
| Industry | Customer Service / Telecalling IT - Hardware |
| Functional Area | Not Mentioned |
Nationality Requirement: Arab Nationals onlyKey Responsibilities-Serve as the first line of support across multiple channels (ticketing system, phone, email, chat).-Log, categorize, prioritize, and track incidents and requests following ITIL procedures.-Troubleshoot and resolve hardware and software issues (Windows/macOS/Linux, Office apps, printers, scanners), including remote support.-Manage user accounts, Active Directory, Exchange/O365, and support onboarding/offboarding.-Escalate complex issues to second-line support while maintaining full ownership of the case.-Adhere to SLA timelines; proactively update users on status and ensure timely resolution.-Create and maintain knowledge base documentation to support end-user self-service and reduce repetitive issues.Required Qualifications-2–5 years of experience in a Service Desk or IT Support role.-In-depth understanding of ITIL/ITSM best practices (incident management, SLAs, escalation paths).-Hands-on experience with ticketing and ITSM tools (e.g., ServiceNow, JIRA, ManageEngine, BMC Remedy).-Strong troubleshooting skills across operating systems, networks, hardware, and peripherals.-Excellent communication skills — able to explain technical issues clearly and empathetically to end-users.-Must be an Arabic speaker currently residing in Dubai.
Keyskills :
Operating systems networks hardware and peripherals
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