Dear Applicant,
We have a requirement for below mentioned position with our Govt. client in Abu Dhabi.
If below role fits your experience, kindly send us updated CV along with below details. (CV should include your photo and not more than 3 pages)
- Currently located in:
- Visa status:
- Notice period:
- Current salary:
- Expected salary:
- Availability of interview:
- Vaccination Status:
Job title: IT Helpdesk Engineer
Job Location: Abu Dhabi, UAE (work from home for now)
Job description:
This requirement is for call center positions including voice, chat, and video call support agents, who meets the following criteria:
- Males and females.
- Educational level: bachelor degree
- +3 years of experience in customer service environment.
- ITIL certified.
- IT support background.
- ERP and SAP application support background (level 1 support).
- Strong written and verbal communication skills.
- High English proficiency level.
For video call agents the following criteria is required:
- Official personal photo.
- Strong speaking skills in both Arabic and English.
- Strong technical background (IT support and ERP).
Job responsibilities:
1. Provide exceptional and professional customer service to clients.
2. Act as a single point of contact for support service Users and customers reporting issues, requesting information, access, or other IT services.
3. Ensure to maintain a high degree of customer service for all support queries and adhere to all service management principles.
4. Demonstrate effective soft skills, active listening skills and ability to empathize with customer's situation, Communicate and Respond professionally.
5. Deliver customer service through multiple channels including human, digital, self-service, and automated.
6. Answer incoming support inquiries via phone, email, and web
7. Ensure all service requests and incidents are successfully and accurately recorded and managed in the Service Desk ITSM tool.
8. Provide basic support and troubleshoot issues, such as password resets, desktop and back-up job, tape media and quick fix instructions.
9. Receive and handle requests for service and incidents, log incidents and service requests and Changes in the Service Desk Tool.
10. Identify and classify incident types and service interruptions and prioritize
11. Record incidents cataloging them by symptom and resolution
12. Monitor and escalate incidents and service requests
13. Promptly acknowledge and notify Customer ‘ACR’ (including SAM\AM) of systems or equipment failures, or of an emergency, according to the Procedures Manual
14. Escalate unresolved calls to the infrastructure support team
15. Check for unresolved tickets, ensure that all tickets are transferred to the right resolver groups and followed-up timely until closure.
16. Maintain records, inform Customers\ Users about the process and advises relevant persons of actions taken.
17. Perform daily checks to ensure scheduled and routine tasks have been completed.
18. Communicate updates (service announcements) and publish maintenance notifications.
19. Effectively manage length of calls/handle time.
20. Work on a rotation schedule covering service hours. Occasional work outside of these hours will be required to meet the needs of the business.
21. Prompt Self Service, guide customers, End users on how to utilize the Service Desk Tool to log incidents/requests and track their status.
22. Promote teamwork and contact center success.
Customer & Services:
1. Have good understanding on the customer, their services, business they do (industry) and day to day scheduled tasks for operational effectiveness
2. Communicates and Responds Professionally
3. Understand customer requirements and manages call resolution by timely follow ups with all internal teams
Note : In case, if you are not able connect with me on phone lines, please feel free to email me,for better communication.
Thank you,
Regards,
Mahima Rokade,
HR Business Partner
T : +971 2404 6809
E : mahima@mdsuae.ae
https://www.linkedin.com/company/mds-ts/
Part of MDS System Integration
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