IT ServiceDesk Analyst Full Time

Job Description

• Receive user request, contact the user to collect the information and modify the request details.
• Provide accurate information on IT products or services
• Categorize the received request correctly according to the requirements from the user
• Define/analyze user requirements from a business perspective.
• Determine severity and prioritization classification for the request.
• Develop relationships and effectively communicate with employees and key business stakeholders.
• Provide timely/effective communications.
• Ensure Quality and Consistency when Handling employee’s requests.
• Close incident records within defined timeline threshold to minimize impact on user.
• Escalate issues to ensure proper sense of urgency/resource allocation.
• Evaluate incident to check if problem is need to open or not.
• Identify/associate related incidents.
• Aware of the importance of SLA’s and Key Performance Indicators (KPI’s)
• Complete Daily Operations and manage all calls, mails and Live Chat in accordance to the service desk process and procedures.
• Identify and suggest possible improvements on procedures

Requirements

• Graduate of Computer Engineering or a related field .
• Very Good communication skills.
• Very Good computer skills (MS Word, Excel and Power Point) .
• Very Good in Service Desk Products, specially in Manage Engine Service Desk plus.
• ITIL Certified.
  preferred to have experience on change management.

Benefits

• Free Recruitment
• Medical Insurance (Self & Family)
• Paid Leave
• Travel Ticket
• Family Benefits
• T&C applies as per Group Policy and UAE labour Law