The Service Desk Analyst will be responsible for ensuring that end users are receiving the appropriate assistance. This includes the responsibility of managing all procedures related to the identification, prioritization, and resolution of end user help requests, including the monitoring, tracking, and coordination of Help Desk functions.
The Service Desk Analyst will contribute to problem resolution by giving in-person, hands-on support to end users at the desktop level. Service Desk Analyst will be responsible for resolving computer software and hardware problems of users from department and branches. Receiving telephone calls from users having specific problems. Speak with user to determine source of specific error and recommend solution and support.
Duties and Responsibilities:
a) Manage the Help Desk as the first level of support for department staff and users from branches.
b) Log all the incidents and service requests reported into IT Help Desk system.
c) Provide basic desktop support for hardware, peripherals, and network access.
d) Provide basic support for office productivity applications such as Microsoft Windows, Word, e-mail, and other software as assigned.
e) Research various problems to provide appropriate responses to end users or departmental staff, be able to do basic troubleshooting and assist users through simple procedures.
f) Monitor voice mail, e-mail, messages, and related information for support inquiries.
g) Coordinate and maintain a log of request activities of the Help Desk, be able to prioritize service requests according to importance, i.e., emergency, immediate, high priority, moderate, general or suggestion.
h) Provide basic administration of computer accounts and passwords.
i) Coordinate Information Technology Services office activities.
j) Attend meetings and provide on-site support to various departments and branches.
k) Communicate effectively with the more difficult customers.
l) Provide service through courteous, prompt and accurate communication.
m) Work on projects as assigned.
n) Organize and manage multiple tasks and priorities.
o) Establish and maintain effective working relationships with those contacted in the course of work.
p) Maintain confidentiality of information.
Job Details
Date Posted:
2013-04-21
Job Location:
Dubai, United Arab Emirates
Job Role:
Technology/IT
Company Industry:
Banking; Information Technology
Preferred Candidate
Career Level:
Mid Career
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