Help Desk Analyst - Dubai Jobs

Job Description

About the job

To comply with Emiratisation, our client is required to hire a UAE National for this position.

***Please take the time to read the job description, you must meet all the criteria set out below for your application to be considered. We do check all applications and suitable candidates will be contacted within 5 working days. If you are not contacted by us within that time, please consider your application unsuccessful on this occasion.***

The main responsibilities will include but not limited to:

• Provide a high level of customer service experience.
• Acts as the main point of contact for all customers providing efficient service, support, and guidance by responding promptly and effectively to all customer requests, orders, inquiries, complaints & issues.
• Maintain accurate records of customer interactions, transactions, and inquiries in the company’s CRM system.
• Escalate complex issues to the appropriate team for resolution.
• Monitor incidents trends, perform root cause analysis, and recommend remediation actions to prevent future occurrences.
• Conduct training and guidance to end-users.
• Provide reports to the Customer Service Manager.

To be successful you will need to meet the following:

• To comply with Emiratisation, our client is required to hire a UAE National for this position.
• Proven experience in a similar role preferably within the Technology industry.
• Familiarity with the ITIL framework and best practices is desirable.
• Experience with data visualization tools (Power BI, Tableau, or similar) is a plus.
• Experience with Microsoft Active Directory, network, and IT monitoring tools is advantageous.
• Excellent interpersonal and communication skills to interact effectively with customers, and internal stakeholders.
• Excellent verbal and written communication skills in English & Arabic.
• Applicants should be available for face-to-face interviews in the location mentioned above.