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Service Desk Engineer

  • Full Time
  • Dubai
  • 200 - 20000 USD / Year
  • Salary: 200 - 20000

Website Dicetek

Service Desk Engineer Jobs in Dubai


Service Desk Engineer

Location: Dubai

-Engineering background with experience in supporting Digital signage systems, Smart parking , Building Management systems etc
– ITIL V4 certified ,
– Understanding of Microsoft Technologies. Microsoft certification preferred

Service Desk Engineer is responsible for:
•General Call Handling and logging Incidents reported by Customers
•Service Requests Handling and Processing
• First level Technical Support and Escalation
•Single Point of Contact for Customers
•Dispatching of Requests and Incidents to 2nd Level of Support when required
•Closure of all Interactions and providing information about ticket statuses.
•Maintaining and managing Frequently Asked Questions
•Technical support for Customers related to access and password resets
•Follow up calls with Customers where required
•Escalation and Notification Management toward Customers
•Communication and Alerts to Customers
•Conducting Survey and collecting Feedback from IT team
•Providing Service Desk Reports on agreed KPIs like o First Contact Resolution o Service Desk Response Rate o Customer Satisfaction Rate
•Communication mode will be by telephone, email and ITSM tool
•Call Logging and Support
•Receive incidents, service requests and queries from customer through the agreed modes of communication • Incident registration and recording, Accurate Classification and initial support
•Analyse query and route them accordingly to L2 team • Support known errors and problems
•Escalate the issues to L2 team if there are any application issues
•Call Routing, Call Monitoring, Management and Escalation
•Monitoring, tracking and periodic communication till Service Call closure
•If the call is eligible to be L2 then route the call to L2 team and follow up till closure
•Communication to affected parties on planned and emergency changes, Major Incidents

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