Dimiour - Senior Support Engineer - Integrated Service Desk

4 weeks ago


Abu DhabiAnywhere in IndiaMultiple LocationsOverseasInternational, IN Dimiour Full time

Job Description :


- Provide direct IT support to the users to determine the nature of the problem, diagnose hardware or software issues, provide effective assistance, and maintain strong customer relationships.


- Performing onsite and remote troubleshooting through diagnostic techniques (log analysis) and pertinent questions

- Determining the best resolution / fix of the incidents and problems based on the issue and details provided by customers / users.

- Ensure conformance to relevant Service Level Agreements

- Lead and coordinate with the users / internal stakeholders / vendors through the problem-solving process

- Direct unresolved issues to the problem management process and ensure tracking until closure.

- Provide accurate information on GT and GDF products and service catalogs

- Record events and problems and their resolution in logs

- Follow-up and update incident, problems status and information

- Pass on any feedback or suggestions by all stakeholders to the appropriate internal GT and GDF teams

- Identify and suggest possible improvements on incident and problem management processes.

- Assist in generating periodic reports on Incidents and Problems.

Business capabilities :

- 5+ years of experience in IT Service Desk management with a focus on Incident management in a large organization

- Proven experience as a help desk technician or other customer support role.

- Tech savvy with working knowledge of office automation products, databases, log analysis and remote control

- Extensive knowledge of standard desktop applications and operation systems, especially regarding Microsoft office applications, adobe products, and windows operating systems.

- Good understanding of computer systems, mobile devices andother tech products

- Ability to diagnose and resolve technical issues

- Thorough understanding of ITIL or similar service delivery Systems

Interpersonal skills :

- Strong analytical skills

- Customer-oriented and cool-tempered

- Technical and non-technical communication skills

- Ability to establish user trust and confidence Education

- Bachelor in Computer Science, Computer Engineering or equivalent required

(ref:hirist.tech)

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