Global IT Service Desk job - Source One - Abu Dhabi, Abu Dhabi

Company Name

Source One jobs

Job Location

Abu Dhabi

Job Posted December 10, 2017

Global IT Service Desk  

Job description / Role The Global IT Service Desk is considered the first point of contact for the users who call IT Service Desk, they answers incoming calls, tracks all information in a call tracking system, uses a knowledge base tool along with their expertise to resolve requests in a time. The Service Desk Officer escalates unresolved problem/issues/requests to the proper support team. Troubleshooting basic end user issues on various software applications, hardware, network and telecommunications systems and provide basic desktop support. Key Responsibilities: • Generates weekly Service Management and Pending calls report; • Generates reports for the Incident Management and top Management as requested; • Assign Incident to Vendor when applicable; • Assign and escalate Incidents to L1,L2 and L3; • Reply to Customer email • Fulfill the user requirement (Release Hardware) • Follow up any pending calls with other teams and Vendors • Raise Problem and Change tickets ...

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