Overview
Job Position: Service Desk Support
Budget: 6000 AED
Key Responsibilities
-Act as the first line of support across multiple channels (ticketing systems, phone, email, chat); log, categorize, prioritize, and track incidents and service requests per ITIL procedures.
-Troubleshoot and resolve hardware/software issues (e.g., Windows/macOS/Linux, Office apps, printers, scanners), with remote support capabilities.
-Administer user accounts, manage Active Directory (and Exchange/O365 where relevant), and onboard/offboard users.
-Escalate complex issues effectively to second-line support; track progress and maintain ownership through resolution.
-Adhere to SLA requirements; update users proactively on incident status and ensure timely resolution.
-Document solutions, resolutions, and maintain a knowledge base to enable self-service and reduce repeated issues.
Required Qualifications
-2–5 years of experience in a Service Desk or IT support role.
-Understanding of ITIL/ITSM best practices (e.g., incident/request fulfillment, SLAs, escalation paths).
-Proficient with ticketing and ITSM tools (e.g., ServiceNow, ManageEngine, JIRA, BMC Remedy).
-Technical skills: troubleshooting OS, networks, hardware, remote tools, printers, scanners.
-Excellent communication — adept at translating technical issues for end-users with empathy and clarity.
Preferred Qualifications
-ITIL Certification (Foundation or higher) or in-progress.
-Additional relevant certifications (e.g., CompTIA A+, CCNA, MCP/MCSE).
hashtagemail at fartashia.asim@cns-me.com
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