Service Desk Administrator Jobs in Abu Dhabi – UAE at Ghobash Group

Title: Service Desk Administrator

Company: Ghobash Group

Location: Abu Dhabi – UAE

Type: Full Time

Category: Customer Service/Help Desk, IT/Tech



Service DeskAdministrator Objectives: A service desk is acommunications centre that provides a single point of contact(SPOC) between a company and its customers, employees and businesspartners. The purpose of a service desk is to ensure thatusers/customers receive appropriate help in a timelymanner. Main responsibilities:
Increase Client

Satisfaction o Define/analyse client requirements, oDevelop/deliver innovative solutions, o Develop relationships andeffectively communicate with clients and key business stakeholders,o Effectively manage change, o Escalate issues for timelyresolution, o Grow consultative relationships with clients, oManage client requests to resolution, o Meet/exceed clientexpectations, o Provide timely/effective communications, o Ensure

Quality and Consistency when Handling Customer Calls o Resolveproblems quickly o Collaborate for a solution in order tofacilitate a superior customer experience and increase the customersatisfaction Drive Incident Resolution to Ensure Business

Continuity o Close incident records within defined timelinethreshold to minimize impact on client / outage, o Coordinateproblem resolution and create Incident record, o Determine need foradditional resources and assign to correct service provider (groupor individual), o Determine severity and prioritizationclassification for the Incident, o Escalate issues to ensure propersense of urgency / resource allocation, o Evaluate incident todetermine if Change record is needed, o Identify/associate relatedincidents, o Manage Incidents to resolution, within the definedtimeline o Perform Incident diagnostics and resolve incidents andrestore service Enable Timely and Effective Delivery of Requested

Services o Analyses reviews Request and determine if escalation isneeded, o Creates Request record/register a request, o Determinesseverity and prioritization classification for the Request, oEnsures Requestor is properly authorized to receive requestedservices, o Escalates issues to ensure proper sense of urgency /resource allocation, o Manages Requests end-to-end, from Requestregistration, routing, recording/documentation, rejection andun-routing. o Process Information Requests Reporting &Contribution o Regular reporting on service delivery performance toClient Services Manager and clients o Regularly report serviceimprovements implemented and recommend actions to further improveperformance and service

• College Diploma / IT Professional. (Bachelor'sdegree is preferred) o Microsoft Server Administration

Certification (MCSA) is preferred. o ITIL Foundation levelcertification is highly recommended o Previous experience inService Desk or Contact Center environment is preferred (at least 1



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