The Helpdesk Assistant reports to the Assistant Manager, IT Customer Service.
The Helpdesk Assistant is responsible for processing end-user support calls (received through different communication Channels) and attempting to resolve them directly, where possible.
Job holders is also responsible for coordinating the resolution of open calls with other IT Support staff and keep the Service Desk System up to date.
2.Key Accountabilities:
· Attend to all communications to IT Helpdesk (phone, fax, email, chat, live feed, walk-in)
· Use phone etiquette while dealing with users
· Provide first level support to users and improve first level resolution percentage.
· Log the calls and requests in the Service Desk System
· Decide on priorities and impact for the Helpdesk calls and mobilize support team for immediate resolution for high critical incidents
· Attempt to resolve incidents directly (e.g. over the phone or via remote management) as first level support
· If immediate resolution is not possible, assign requests to second level personnel
· Communicate with users regarding use of FAQs, Policies, and Procedures.
· Proactively look at root causes for repeated incidents
· Track progress and provide call status information to users
· Provide management reports (Statistics, Trend analysis, Corrective Action)
· Perform software installations (individual and group roll-outs)
· Manage knowledgebase, FAQ
· Maintain list of IT Services, Service Assignment Groups, SLAs
· Notify support personnel about variance and update Service Desk System for reasons and justification
· Improve skills in line with the new technology roll outs in the IT Department
· Provide guidance to Service Desk Team members and share the knowledge
· Communicate with users regarding new services, planned service disruptions and other bulletin messages
3.Job Context:
· Helpdesk Assistants are first point of contact for the end users (customers) and have direct influence on Customer’s confidence on IT Department.
· Helpdesk Assistant interacts very closely with users and should look for continuous improvement in resolving incidents and service requests.
Qualifications, Experience & Skills:
· College diploma or University degree in the field of Computer Science
· 3 years’ work experience as Helpdesk Assistant
· Certification in Helpdesk domain, Microsoft Certified Desktop Support Technician (MCDST) certification etc is preferable
· Familiar with phone etiquettes and cordial customer interaction
· Ability to resolve incidents and service requests as quickly as possible
· Knowledge of basic Network and Internet (LAN, WiFi, Proxy, Video Conference)
· Working knowledge of PCs. Laptops, Blackberry Devices, Mobile Phone and MS Outlook, in order to analyze, interpret, and apply for quicker resolution
· Familiar with remote administration tools and techniques
· Good written, oral and interpersonal communication skills to communicate effectively with customers, peers and management
· Interest to learn new technology and application specific requirements
https://www.naukrigulf.com/helpdesk-assistant-jobs-in-dubai-uae-in-data-direct-group-3-to-8-years-jid-210420000045
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