ICT Service Desk Assistant

Dicetek LLC


Date: 3 weeks ago
City: Dubai
Contract type: Contractor
Key Accountabilities

  • Respond to du ICT customers through email and telephone to provide information regarding du ICT Services.
  • Create and own the Trouble Tickets until resolution
  • Coordinate resolution of customers’ escalations and escalate to the supervisor any non-standard incidents
  • Continuously develop own skills by attending all required training courses and maintaining an up-to-date knowledge of products, services, systems and work processes necessary.
  • Ensure conduct of behavior and representation of du values at all the times.
  • Work collaboratively with the team to ensure company image and brand values are illustrated at all the times
  • Advise the manager regarding new opportunities that may be developed with current customer as well as new prospects.
  • Provide feedback information on issues and concerns about procedures and products to optimize market intelligence gathering and improve customer service.

Qualifications

  • Minimum Diploma
  • CCNA/CCNP/ITIL Certification preferred

Experience

  • A minimum 2 years of experience preferably in customer service within an International IT / Telecommunications organization.
  • Experience Service Support and or Delivery role.
  • Good understanding of ITIL for service management

Skills

  • Basic knowledge of Cloud Services (VMware and Open stack)
  • Keyboard proficiency and PC skills (MS Office and MS Outlook).
  • Customer Service focused and Sales orientated
  • Team player
  • Flexible approach towards work
  • Self-motivated / Self-starter
  • Able to work in shifts
  • Problem solving / Analytical skills
  • Strong communication skills written and verbal in one, but preferably two of the following
  • Languages – Arabic / English preferred

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