Job title: IT Service Desk Engineer
Company: Sundus Recruitment Services
Job description: JOB RESPONSIBILITIES: INCIDENT MANAGEMENT
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- Log all the tickets as per incident management process.
- Perform incident classification, prioritization, correlation with other reported incidents and matching against known errors.
- First level support to attempt to resolve the incident, use remote control if necessary for resolution.
- If the incident requires escalation to level 2 supports, the SD engineer will create a work order on Service Desk and assign it to the appropriate level 2 technician / engineer.
- Assign tickets to the Network SD\Field Engineers.
- Log all the tickets sent by engineers through email.
- Timely update work logs of the tickets.
- Track the incident until closure and keep the User up to date with the incident status
. • Owns life cycle of the ticket.
- Manage SLA of the tickets.
- Monitors event logs.
- Functional escalation in case the incident resolution times exceed the agreed service levels.
- Perform the role of an incident manager when instructed by Service desk Manager.
SKILLS AND ATTRIBUTES:Essential: • 3+ years of working experience within an IT service desk environment.
- Knowledge of Remote-Control Tools e.g., ME, Ivanti, SCCM.
- Knowledge of ITSM Tools e.g. Manage Engine Service Desk Plus, BMC Remedy, Service-Now, TSRM, Ivanti
- Knowledge of below list of Manage Engine Tools Set
- Windows OS (all versions) experience
- AD, Exchange & O365 experience
- Planning and organising skills.
- Good administration skills.
- Able to operate with minimal supervision.
Able to maintain professional demeanour under stress.
- Strong interpersonal skills.
- Good Communication skills. Desirable:
- Ability to operate and support mobile devices and tablets. QUALIFICATION & CERTIFICATIONS:
- B-Tec Computer Science or any other bachelor’s degree.
- Microsoft qualification, Ideally MCP or MCSE. • CCNA. • ITIL V3/V4 certification.
Expected salary: 5000 – 7000 per month
Location: Dubai
Job date: Sat, 21 Sep 2024 23:05:43 GMT
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