Service Desk Agent - DXB (m/f/d)

Our client is one of the leading Leading IT Service provider.Responsibilities:This role will provide day-to-day Service Desk technical support for educational institutions across the UAE. 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. Any issues that cannot be resolved need to be escalated to the appropriate next level, either onsite/backline or third-party vendor.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.End-to-end ownership of the incident/service request lifecycleCommunicate effectively with end-users to discuss service requests & / or incident resolutionLog, track, manage and close End User, Infrastructure, Network and Application support requests using an ITSM toolProvide L1/Initial Technical Investigation/First Call Resolution of issues for service requests and incidentsAct as a single point of contact for the end usersRespond to/logging tickets for the end usersTicket triage and categorizationEscalate and assign requests / incidents to nominated Level 2/3, 3rd party support groupsTrack the escalated incident or request for follow-up and user communication – with all support groups until they are fully closedReceive customer change request and log in appropriate toolCoordinate change requests with customer and NOC L2/L3 EngineersAuthenticate the end-user by means of contact information, location, or a unique identifierQualifications & SkillsBSc. degree in a technical field related to Information TechnologyMinimum of 3 years relevant IT experience incl. but not limited to:Basic understanding of networks, MS Office Products, Microsoft WindowsMinimum of 3 years in customer service desk and / or call centerFluent in Arabic (native language) and EnglishSuitably trained and qualifiedExcellent customer service, communications, and soft skillsService oriented, open, and good with analytical skillsExperience with a recognized ITSM tool (Remedy, ManageEngine, ServiceDesk, Ivanti, etc)Must have a basic understanding of networksHalian Group:With over 27 years of experience, we have come to understand that innovation is the only way to provide agile, practical solutions that transform businesses and careers.Our resourcing and smart services help you to realize tomorrow’s potential. Discover the amazing things possible when you bring the right people and the right technologies togetherService Desk Agent - DXB in Dubai, United Arab Emirates