RQ_540ITS_AUH - IT Service Desk Engineer Back to join us

Job Description

• 2-3 years of relevant IT experience in customer service industry
• Serve as point of contact to clients for all IT-related system issues in order to minimize system downtime, and increase user productivity by ensuring fast turnaround time
• Ensure that users are provided efficient and timely first level of support during the normal business hours
• Analyze reported incidents and provide solution over the phone to the users' satisfaction enabling them to resume to their work with minimum disruption
• Follow-up on unresolved problems with other IT Service sections in establishing estimated downtime, and inform related users of the delay enabling them to reorganize their productive time
• Monitor and maintain call statistics using the software tools available and inform IT management of the noticed trend of the business. Propose changes required which will enable management to evaluate the situation and take corrective measures
• Ensure escalation and other sectional procedures are maintained, and periodically inform management if the procedures need changes to cope with the changing business needs of the end users
• Coordinate with internal IT section, external system contractors, vendors such as, service providers and suppliers and ensure Service level agreements are met which will assist the section to provide quality service to all the users
• Ensure that daily, weekly, and monthly statistics, status reports, and graphical reporting aids are completed and continually modified to meet the needs of the organization
• Audit and assure all devices are tagged and have maintenance contract and updated on the available database (CMS)

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Write to careers@raqmiyat.com indicating the position applied for along with your updated resume and our recruitment team will get in touch with you.
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