First Line Application & Business Support Specialist job - Destinations of the World - Dubai, Dubai

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Destinations of the World jobs

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Job Posted December 12, 2017

First Line Application & Business Support Specialist  

Job description / Role General Scope: As First Level Support, you are the first responders for diverse IT queries. You will register and classify received incidents and undertake an immediate effort in order to restore a failed IT service as quickly as possible. You will keep users informed about their Incidents' status at agreed intervals. Key Responsibilities: • Provide a world class support experience for the customer base. • Ensure a minimum of X% of calls are answered within X seconds, with less than a X% abandoned rate. • Actively work towards service level agreements. Recognise that achieving service targets enhances the customer’s experience. • Log all customer contacts in the reporting system and manage cases until they are fully resolved or successfully handed off to the Second Line Team (expert technical support), ensuring case closure targets are achieved. • Support customers with diverse enquiries via phone and emails in ...

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