Service Desk Officer

United Arab Emirates

Job Description :

Resolve end user problems received by IT Service Desk.
Log problems and incidents ticket in the IT Service Desk System.
Escalate ticket to IT staff per the established escalation plan.
Close monitoring and tracking of tickets (till closure).
Timely communications and update of the ticket status with the users and the support team.
Generate daily IT Service Desk report for monitoring and improvement
Liaising with managers and other users, including IT staff, on a regular basis to ensure smooth operation of the IT Service Desk.
Participating in facility committees to determine the needs of the user community.
Assisting the user community in investigating, evaluating and selecting information technology solutions.