L1 Service Desk Engineer ,
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Job Summary
Job Summary (List Format):
- Log and manage incident tickets following incident management processes.
- Classify prioritize and correlate incidents; attempt first-level resolution including remote support.
- Escalate unresolved incidents to Level 2 support and assign tickets accordingly.
- Track incidents through closure ensuring timely updates and SLA compliance.
- Monitor event logs and perform functional escalation if resolution exceeds agreed service levels.
- Act as incident manager when required by Service Desk Manager.
- Receive and process service requests linking them to appropriate user IDs and configurations.
- Route service requests to the correct IT technician/engineer and escalate if completion times exceed SLAs.
- Notify users about changes outages and major incidents; confirm ticket closure with customers.
- Perform daily health checks as defined.
- Install upgrade support and troubleshoot Windows OS Apple iOS Microsoft Office and authorized desktop apps.
- Provide support for printers scanners and user account administration (creation password resets in Active Directory).
- Utilize remote-control and ITSM tools (e.g. ME Ivanti SCCM Service Desk Plus BMC Remedy ServiceNow).
- Maintain high standards of planning organization and administration with minimal supervision.
- Demonstrate strong interpersonal and communication skills under pressure.
- Eligibility: Only Syrian Egyptian Jordanian or Lebanese nationals currently in UAE with MOFA-attested degree.
- Log and manage incident tickets following incident management processes.
- Classify prioritize and correlate incidents; attempt first-level resolution including remote support.
- Escalate unresolved incidents to Level 2 support and assign tickets accordingly.
- Track incidents through closure ensuring timely updates and SLA compliance.
- Monitor event logs and perform functional escalation if resolution exceeds agreed service levels.
- Act as incident manager when required by Service Desk Manager.
- Receive and process service requests linking them to appropriate user IDs and configurations.
- Route service requests to the correct IT technician/engineer and escalate if completion times exceed SLAs.
- Notify users about changes outages and major incidents; confirm ticket closure with customers.
- Perform daily health checks as defined.
- Install upgrade support and troubleshoot Windows OS Apple iOS Microsoft Office and authorized desktop apps.
- Provide support for printers scanners and user account administration (creation password resets in Active Directory).
- Utilize remote-control and ITSM tools (e.g. ME Ivanti SCCM Service Desk Plus BMC Remedy ServiceNow).
- Maintain high standards of planning organization and administration with minimal supervision.
- Demonstrate strong interpersonal and communication skills under pressure.
- Eligibility: Only Syrian Egyptian Jordanian or Lebanese nationals currently in UAE with MOFA-attested degree.
Key Skills
- Editorial
- Catering
- B2C
- Camp
- Computer Engineering
