Service Desk Engineer -Emirati National
Job details
CNS (Computer Network Systems) is a technology company in the middle-east & has over 30 years of successful achievements and long-term partnerships with distinct customers across the region.We are an IT distributor & our expertise are in Banking & Financial Service Insurance, Technology Enablement, IT Outsourcing, Cyber security, Digital Infrastructure, Hybrid Cloud, Digital Workplace, Customer Experience, Digital Transformation, and Block Chain.We are a Part of the Ghobash Group of Companies, CNS spread across the region with offices in Abu Dhabi, Dubai, Oman, and Kuwait providing a holistic approach that covers all aspects of information communication technology system integration, consultancy, operation, managed services, and IT outsourcing.CNS also has state-of-the-art network operation centers in Abu Dhabi and Dubai that develop in-house software and applications providing end-to-end solutions to our customers and partners.Job DescriptionA service desk is a communications center that provides a single point of contact (SPOC) between a company and its customers, employees, and business partners. The purpose of a service desk is to ensure that users/customers receive appropriate help in a timely manner.ResponsibilitiesIncrease Client SatisfactionDefine/analyze client requirementsDevelop/deliver innovative solutionsDevelop relationships and effectively communicate with clients and key business stakeholdersEffectively manage changeEscalate issues for timely resolutionGrow consultative relationships with clientsManage client requests to resolutionProvide timely/effective communicationsEnsure Quality and Consistency when Handling Customer CallsCollaborate for a solution in order to facilitate a superior customer experience and increase customer satisfactionDrive Incident Resolution to Ensure Business ContinuityClose incident records within defined timeline threshold to minimize impact on client/outageCoordinate problem resolution and create Incident recordDetermine need for additional resources and assign to correct service provider (group or individual)Determine severity and prioritization classification for the IncidentEscalate issues to ensure proper sense of urgency/resource allocationEvaluate incident to determine if Change record is neededIdentify/associate related incidentsManage Incidents to resolution, within the defined timelinePerform Incident diagnostics and resolve incidents and restore serviceEnable Timely and Effective Delivery of Requested ServicesAnalyze reviews Request and determine if escalation is neededCreate Request record/register a requestDetermine severity and prioritization classification for the RequestEnsure Requestor is properly authorized to receive requested servicesEscalate issues to ensure proper sense of urgency/resource allocationManage Requests end-to-end, from Request registration, routing, recording/documentation, rejection, and un-routingProcess Information RequestsReporting & ContributionRegular reporting on service delivery performance to Client Services Manager and clientsRegularly report service improvements implemented and recommend actions to further improve performance and serviceQualificationsBachelor's degree in information technology, or any computer related major
#J-18808-Ljbffr Engineering
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