Overview

Service Desk Executive

NMC is looking for Service Desk Executive please check below details and update your profile with NMC.

Job Description

  • Receive, classify, and record all issues from users in a professional, courteous manner over the phone and via email in ITSM Tool.
  • Call logging, Call Assignment, Incident Management & Coordination, Call Tracking and follow-up till closure within agreed
  • SLA.Dealing with incoming IT issues in a professional, courteous manner over the phone and via email.
  • Dealing with incoming IT issues in a professional, courteous manner over the phone and via email.
  • Basic IT desktop troubleshooting knowledge.
  • Taking ownership of IT issue raised and managing them in a logical and methodical manner.
  • Ensure that Priority 1 calls are immediately escalated to the Service Support Manager.
  • Ensure that Priority 2 to 4 calls are escalated properly and SLAs are not breached.
  • Managing IT issues through their entire lifecycle from the first point of contact through to resolution proactively keeping the customer informed of progress.
  • Conducting full and thorough diagnostics with end users to enable first point of contact fault resolution.
  • Ensure that respective IT team receive timely updates on incidents.
  • Identify and escalate repeat issues or service risks into service management teams.
  • Ensure that ALL alerts generated by our monitoring systems are investigated, incidents raised and the colleagues communicated.
  • Manage a number of scheduled tasks for customers, designed to ensure that the customer’s systems remain operational.

If you looking for IT,Software or application development jobs in Dubai than Please check above requirements and update your profile if you meeting the required things

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