Helpdesk Assistant Dubai jobs

  • Full Time
  • Dubai

Confidential

Helpdesk Assistant Dubai jobs

Job Duties and Responsibilities :
• Attend to all communications to IT Helpdesk (phone, fax, email, chat, live feed, walk-in)
• Use phone etiquette while dealing with users
• Provide first level support to users and improve first level resolution percentage.
• Log the calls and requests in the Service Desk System
• Decide on priorities and impact for the Helpdesk calls and mobilize support team for immediate resolution for high critical incidents
• Attempt to resolve incidents directly (e.g. over the phone or via remote management) as first level support
• If immediate resolution is not possible, assign requests to second level personnel
• Communicate with users regarding use of FAQs, Policies, and Procedures.
• Proactively look at root causes for repeated incidents.

• Track progress and provide call status information to users
• Provide management reports (Statistics, Trend analysis, Corrective Action)
• Perform software installations (individual and group roll-outs)
• Manage knowledgebase, FAQ
• Maintain list of IT Services, Service Assignment Groups, SLAs
• Notify support personnel about variance and update Service Desk System for reasons and justification.

Job Requirements and Qualifications :
• College diploma or University degree in the field of Computer Science
• 3 year’s work experience as Helpdesk Assistant
• Certification in Helpdesk domain, Microsoft Certified Desktop Support Technician (MCDST) certification etc is preferable
• Familiar with phone etiquettes and cordial customer interaction
• Ability to resolve incidents and service requests as quickly as possible
• Knowledge of basic Network and Internet (LAN, WiFi, Proxy, Video Conference)
• Working knowledge of PCs. Laptops, Blackberry Devices, Mobile Phone and MS Outlook, in order to analyze, interpret, and apply for quicker resolution
• Familiar with remote administration tools and techniques
• Good written, oral and interpersonal communication skills to communicate effectively with customers, peers and management.

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Currently we are looking for Helpdesk Assistant for our company in Dubai. interested Candidates can submit their application.

Helpdesk Assistant Dubai jobs

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Helpdesk Assistant Dubai jobs
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