Helpdesk Agent

Country UAE City Abu Dhabi Department Information Technology Closing date 17 February 2013

Job Purpose The helpdesk agent will provide a single point of contact for all technology related incidents and requests reported by our users. S/he will be responsible for logging, troubleshooting, resolving and where necessary referring these issues on a day to day basis. Responsibilities The position holder will be required to: Follow Incident Process of Logging Calls Categorization Prioritization Escalation Documenting activities and updates Provide first line investigation, diagnosis and incident resolution Take end to end ownership of calls until closure Provide updates to customers within defined Service levels. Manage Service Levels and Service quality When required ensure incidents are escalated to the appropriate support groups. Demonste enthusiasm for technology.     Requirements Qualification & Education: Educated to diploma level At least 2 years’ experience as a Service Desk agent or customer service environment Airline Experience is advantageous Training & Knowledge: Excellent written and verbal communication skills Excellent customer service skills A good business focus and understanding of a support role in a business environment Problem solving and decision making skills An ability to work well within a team environment

Click here to apply for this job