IT Customer Support Specialist at Etisalat
Job Details
The IT Service Desk Specialist is providing first line technical support to internal staff. The successful candidate should be ready for working with applications/systems to undertake analysis, diagnosis and resolution of staff problems, which may range from straightforward to more complicated technical issues. There is also a range of administration duties within this role.
Main Responsibilities
-Act as a single point of contact for phone calls and emails from staff regarding IT issues and inquiries.
-Receiving, logging and managing calls from internal staff via telephone and email
-Provide technical assistance – Respond rapidly to customer issues via telephone, e-mail and TT system.
-Troubleshoot and develop technical solutions common errors and problems. -Create work around procedures when standard procedures have failed and ensure issues are resolved in a timely fashion.
-Escalate unresolved cases that require more time or in-depth knowledge/technical access to appropriate second line.
-Take ownership of user problems and follow up the status of problems on behalf of the user and communicate progress in a timely manner
-To maintain a high degree of customer service for all support queries and adhere to all service management principles
Essential qualifications and Experience
University degree in Computer Science / Engineering.
0-1 years of experience
Excellent Computer skills.
Excellent in Arabic & English (Reading, Writing & Oral).
Excellent communication and customer service skills
-Certifications and licenses needed.
University degree in Computer Science / Engineering.
Desirable: At least certified in two courses Microsoft Certified Professional (MCP).
Attend the Microsoft Certified Systems Engineer (MCSE) track. Information Technology Infrastructure Library (ITIL) Awareness.
Attend Cisco Certified Network Associate CCNA course.