IT Service Desk Coordinator/ IT Help Desk | UAE

Job Position: IT Service Desk Coordinator/ IT Help Desk
Job Description: United Arab Emirates – Receive incoming calls, take notes, and address client needs in a manner conforming to service level specifications. Escalates technical issues as appropriate. Interact with support organizations to ensure restoration of service and/or identification and correction of core problems. Submit password and program configuration changes as needed. Troubleshoots incoming calls from clients regarding problems with desktop functionality, network connectivity, and application support. Log issues and either resolve them or ensure they are dispatched to the applicable support group. Ensure Proper Issue Tracking troubleshoot network connectivity and server ability. Consult with network and server teams to confirm outages. Track customer impact from server and network problems. Ensure follow..up on unresolved cases. Escalate problems as necessary to ensure contractual agreements are met. Redirect cases as needed. Research emerging and known issues with client products to better evaluate and trouble…see more details

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