Job Opportunity at Injazat in UAE: Service Desk Coordinator

Injazat Data Systems, an industry recognized market leader in the region for Information Technology, is looking for an experienced Service Desk Coordinator to join the team in United Arab Emirates.

The Desk Coordinator will be responsible for providing support to end-users for PC, server or mainframe application, and hardware, as well as handling problems and issues that the first-tier(s) of service desk support is unable to resolve.

Responsibilities:

1. Troubleshoots incoming calls from clients regarding problems with desktop functionality, network connectivity, and application support.
2. Logs issues and either resolve them or ensure they are dispatched to the applicable support group.
3. Runs queries and tests to identify root causes of system errors.
4. Ensures proper issue tracking troubleshoot network connectivity and server ability.
5. Consults within network and server teams to confirm outages. Track customer impact from server and network problems.
6. Ensures follow-up on unresolved cases. Escalates problems as necessary to ensure contractual agreements are met.
7. Develop sound understanding of IT operations, Systems and related applications as well as client related processes and procedures.
8. Develop technical knowledge of each system within various clients profile and specialized knowledge of certain areas.
9. Maintain adequate knowledge of operating systems and application software used in client environment to provide a high level of support.
10. Serve as the single point of contact for all client end users on all IT and Non IT related issues.
11. Dealing with hardware, software, application support, all other queries and issues reported to the support desk.
12. Tracks current applications to problem resolutions, and then publish fixes so the user community has access to them.
13. Contribute and Utilize Knowledge base on a monthly basis.
14. Adhering to the scorecard compliance and KPI's to contribute towards the growth of EUCS department.
15. Other responsibilities related to trouble tickets.

Qualifications:

1. Bachelor degree in IT or any other degree related to the field.
2. Optionally Certified on A+ / MCP.
3. Professional certifications such as ITIL.
4. Minimum 2-4 years relevant experience in the Service Desk.
5. Knowledge of MS Products (from user perspective).
6. Strong Customer Service Skills, verbal and written.
7. Accuracy of data input.
8. Service Desk or Contact Centre previous environmental experience preferred.
9. Good literacy skills in both Arabic and English.
10. Strong working knowledge of fundamental operations of relevant software, hardware and other equipment.
11. Excellent knowledge of relevant call tracking applications.
12. knowledge and experience of service desk best practices
13. Related experience and training the peers on troubleshooting and providing service desk support in absence of Team Lead.
14. Strong knowledge of Microsoft Exchange and Active Directory is preferred.
15. Advanced troubleshooting skills are preferred.
16. Strong customer service skills are required.
17. Strong network knowledge is a must.
18. Able to Supervise in absence of the team lead.
19. Able to manage the time and queue effectively, Set priorities appropriately.
20. Maintain professionalism under stressed situations.
21. Able to operate within customer standard operating procedures.
22. OS - Windows and MAC (MAC only basic would be an added advantage).