IT Service Desk Specialist Required in Dubai - Dubai

IT Service Desk Specialist Required in Dubai

We are looking for an experienced IT Service Desk Specialist to join our team. As an IT Service Desk Specialist, your role is to oversee the entire Service Desk operations and ensure that end users are receiving the appropriate assistance. This includes the responsibility of managing all procedures related to the identification, prioritization, and resolution of end user help requests, including the monitoring, tracking, and coordination of Service Desk functions.

JOB RESPONSIBLITIES

Strategy & Planning:

Establish and enforce Help Desk service levels agreements in consultation with end users to establish problem resolution expectations and timeframes
Analyze performance of Service Desk activities and documented resolutions, identify problem areas, and devise and deliver solutions to enhance quality of service and to prevent future problems.
Acquisition & Deployment:

Collaborate with other departments to identify and/or procure Service Desk software for internal staff and external clients.
Conduct research on emerging products, services, protocols, and standards in support of Service desk technology procurement and development efforts.
Liaise with vendors for the procurement of new systems technologies, oversee installation, and resolve adaptation issues.
Operational Management:

Manage the processing of incoming calls to the Service Desk via System, telephone and e-mail to ensure courteous, timely, and effective resolution of end user issues.
Design and enforce request handling and escalation policies and procedures.
Monitor and test fixes to ensure problems have been adequately resolved.
Track and analyse trends in Service Desk requests and generate statistical reports.
Assess need for any system reconfigurations (minor or significant) based on request trends and make recommendations.
Oversee development and dissemination of help sheets, usage guides, and FAQ lists for end users.
Logging, categorizing, and prioritizing all calls
Providing first-line investigation and problem diagnosis
Resolving incidents or service requests when first contacted or whenever possible
Escalating incidents and service requests that cannot be resolved within agreed-on time limits
Closing resolved incidents, requests, and other calls
Communicating with users to keep them informed of progress, impending changes, agreed-on outages, and other such notifications
Follow-up and update user status and information
Pass on any feedback or suggestions by user to the appropriate internal team
Identify and suggest possible improvements on procedures
JOB REQUIREMENTS

Bachelor’s Degree in the field of computer science, information technology, or related field and/or 5 years equivalent work experience.
Certifications in ITIL.
5 years of comprehensive working experience as an IT Service Desk Specialist or a similar role in a company.
Good communication and multitasking skills
Advanced Administrative skills

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https://ae.linkedin.com/jobs/view/it-service-desk-specialist-at-the-elite-cars-3491439275?r

Posted on : last year, #140056, 8 views

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