ICT Service Desk Assistant

Key Accountabilities

• Respond to du ICT customers through email and telephone to provide information regarding du ICT Services.
• Create and own the Trouble Tickets until resolution
• Coordinate resolution of customers’ escalations and escalate to the supervisor any non-standard incidents
• Continuously develop own skills by attending all required training courses and maintaining an up-to-date knowledge of products, services, systems and work processes necessary.
• Ensure conduct of behavior and representation of du values at all the times.
• Work collaboratively with the team to ensure company image and brand values are illustrated at all the times
• Advise the manager regarding new opportunities that may be developed with current customer as well as new prospects.
• Provide feedback information on issues and concerns about procedures and products to optimize market intelligence gathering and improve customer service.

Qualifications:

• Minimum Diploma
• CCNA/CCNP/ITIL Certification preferred

Experience:

• A minimum 2 years of experience preferably in customer service within an International IT / Telecommunications organization.
• Experience Service Support and or Delivery role.
• Good understanding of ITIL for service management

Skills:

• Basic knowledge of Cloud Services (VMware and Open stack)
• Keyboard proficiency and PC skills (MS Office and MS Outlook).
• Customer Service focused and Sales orientated
• Team player
• Flexible approach towards work
• Self-motivated / Self-starter
• Able to work in shifts
• Problem solving / Analytical skills
• Strong communication skills written and verbal in one, but preferably two of the following
• Languages – Arabic / English preferred