Basic Knowledge SCCM, BMC remedy, WSUS, Microsoft & Oracle Apps, Client OS, network support, antivirus programs, hardware, software, reporting, security patches
Certifications (Required) A+, ITIL foundation, MS Office, Cisco, MS Windows 10
Advanced Knowledge Reporting and governance.
Manage escalations and complaints.
Customer-service oriented with a problem-solving attitude.
Managing the help desk team and evaluate performance.
Ensuring end user service is timely and accurate on daily basis.
Contribute to improving customer support by actively responding to queries and handling complaints.
Establish best practices through the entire technical support process.
Develop daily, weekly and monthly reports on help desk team’s productivity.
Maintain ongoing communication of incident updates to customers provided by 2nd and 3rd line support teams.
Ticket management of Incidents, Problems, Change and New Requests.
Maintenance schedules through the maintenance calendar and tasks.
Maintain the incident ticket database, ensuring incidents are set to the correct priority, state and are within SLA for response and resolution.
Engage with required stakeholders to provide Root Cause Analysis (RCA) for outages.
Understanding ITIL Service Lifecycle, incident management concepts, problem management, workflows and complete IT Service Management.
Should have valid UAE driving license.