IT Service Desk Agent

🌟 We're Hiring: IT Service Desk Agent! 🌟

We are seeking a skilled IT Service Desk Agent with extensive experience to provide exceptional technical support and customer service. The ideal candidate will be adept at troubleshooting and resolving IT issues, ensuring smooth operations for our team in Dubai.

📍 Location: Dubai, United Arab Emirates

⏰ Work Mode: Work From Office

💼 Role: IT Service Desk Agent

Experience - 5 to 10 years

Salary - 15000 to 25000 AED

What You'll Do

•      First-level support:
  
  

Act as the first point of contact for all user technical support requests via phone & email.

•      Ticket management:
  
  

Log, categorize, prioritize, and track all incoming service requests and incidents in an IT ticketing system.

•      Issue diagnosis and resolution:
  
  

Identify, diagnose, and resolve basic technical issues with hardware, software, and other IT systems.

•      Level 2 technical Support:
  
  

Assign tickets for resolution to Level 2 technical support teams like desktop support, server support, software suppport, etc.

Update the tickets for the latest update on the tickets assigned.

Follow up with the L2 team to get the tickets updated for resolution actions.

Close tickets after successful resolution.

Get a CSAT feedback from the users for each successfully closed tickets.

•      Problem escalation:
  
  

Escalate unresolved or complex problems to the appropriate higher-level support team.

•      User guidance:
  
  

Walk users through troubleshooting steps and provide guidance on IT products and services.

Key Skills And Qualifications

•      Intermediate technical troubleshooting skills for hardware and software issues.
•      Excellent customer service and communication abilities.
•      Proficiency with IT ticketing systems and remote support tools.
•      Ability to manage a fast-paced workload and prioritize tasks effectively.
•      Knowledge of common technical issues like password resets, network connectivity, and email configuration.
•      Familiarity with ITIL or other service management frameworks is often beneficial.
  
  

Ready to join our dynamic team? 🚀 Apply now and help us deliver top-notch IT support!