Overview

Desk Technician Jobs in Abu Dhabi – UAE at SUNDUS RECRUITMENT & OUTSOURCING SERVICES LLC

Title: Desk Technician

Company: SUNDUS RECRUITMENT & OUTSOURCING SERVICES LLC

Location: Abu Dhabi – UAE

Type: Full Time


Category: IT/Tech

Position: Support Desk Technician

Job Description

QUALIFICATIONS, EXPERIENCE, KNOWLEDGE & SKILLS: Provide support to clients in IT systems problem rectification, reduce system downtime, and increase user productivity by ensuring fast turnaround time To work at any level of support assigned by the line manager or supervisor Implement, troubleshoot and maintain hardware and software of IT systems remotely. Establish solutions to quickly resolve end-user incidents and problems logged in the service desk Evaluate and test new devices purchased by IT Unit related to end users Analyze service desk report and suggest permanent solutions related to common issues Establish root cause analysis and suggest corrective measures to eliminate recurring problems. Monitor and prepare call statistics using software tools available, conduct trend analysis. Provide recommendations on company application purchases. Document problem resolutions for future reference using the Knowledge Base. Provide orientation and on-the-job training to new department staff members. Ensure proper escalation and other sectional procedures are maintained. Closely coordinate with the service desk Agents in regularly updating the Configuration Management System (CMS) Ensure that tags/labels in all IT devices are saved in the inventory database. Ensure all calls are acknowledged and attended within the define time Make sure calls are properly attended based on the SLA 75% of the calls are attended remotely All calls logged in the service desk are not violated Add at least one knowledge base on the service desk monthly Provide technical trainings to end-users on newly installed systems and applications 100% assurance that all deployed IT Devices are tagged/labeled properly and the inventory information regularly updated. Timely preparation and submission of reports and other periodic data from the Department Efficiency and smooth flow of work within the Department Consistency, accuracy and quality in documentation, projects and data management Quality of support and coordination provided to the department Requirements Requirements: Qualified Diploma in Information Technology from a recognized Institute. ITIL Certified Minimum 3 years of relevant IT experience in customer service industry Must be able to sit and stand for long periods of time Must be able to deal with work-related deadlines, accountabilities and responsibilities Must be able to work under frequent job pressure generated by short and inflexible deadlines Must be able to work independently and under time constraints

 

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