IT Service Desk Agent (Part-time)

ARENGY is a Digital and Cybersecurity Consulting Company operating in the Middle East from Dubai. Our customers are the most successful industry leaders executing projects around the globe. We are partnering with one of the leading Banking & Insurance Company in Dubai. We are looking for an IT Service Desk Agent (part-time).

RESPONSIBILITIES

• Manage end-user issues raised to Service Desk (Level 1.5) through tickets and calls received through IVR

• Handle incoming calls from end-users in a professional manner and within the defined service levels and ensure achievement of KPI's

• Ensure proper and timely communication to the end-user on every ticket through the Service Desk tool and phone

• Ensure all work conducted is being logged and managed within tickets raised by or on behalf of business users

• Provide high-quality resolutions of assigned tickets and managing the expectations of the users

• Ensure to resolve and close all end-user tickets within the defined Service Level Agreement (SLA) targets

• Escalate tickets that are beyond the scope of Service Desk to other teams in 2nd level (Applications team and Field Support team) and 3rd level (Infrastructure and Production teams)

Communication

• Act as the 1st point of contact for all IT related issues or requests

• Build a strong trust relationship with business users across the region

• Build strong collaboration with level 2 and 3 IT teams

• Create and update documentation for end-users when needed for known issues/requests

IT Support

• Create and modify user accounts for Active Directory and all applications

• Install end-user software (licensing validity and availability checks)

• Deployment of new applications (and/or upgrades) and follow-up

• Troubleshoot software application issues to resolve basic known ones and escalate complex ones to 2nd level, 3rd level and vendor

• Manage applications permissions changes for end-users

• Create mailboxes/shared mailboxes / DL and troubleshoot email issues (Exchange Online/OZice365)

• Troubleshooting of printer issues

• Call center system support

• Mobile management enrollment and activation

• Shared folders permissions management

Security

• Ensure full compliance with the Information Security policy and procedures

• Review encryption and antivirus definition status and remediate any issues

• Administrative Privileges management

• Ensure that all provided laptops have the necessary physical security measures

• Scan computers for virus infection

• Provide physical access to staZ and visitors as necessary

Network and Telecom

• Troubleshoot end-user internet issues

• Local area network and Ethernet connections support

• Wireless network access basic support

• Headset phone and softphone setup for call center staZ

• VPN configuration and troubleshooting

REQUIRED CRITERIA

• Excellent communication skills in English, both verbal and written

• Critical and analytical thinking and creativity – always challenging the status quo and find better ways to complete tasks

• Conflict Resolution – ability to resolve problems and complex situations

• Active listening and empathy – ability to listen and understand users to address their needs

• Team player – ability to work with a team and influence a positive collaborative culture

• Ability to prioritize workload appropriately based on the impact on the business

• Good understanding of computers architecture, Microsoft and desktop applications, computer peripherals, operating systems and application software

• Excellent understanding of Microsoft Windows infrastructure (Windows Server and Windows client)

• Good understanding of Microsoft Active Directory services

• Excellent knowledge of Microsoft Office products including O365 and Skype for Business, Teams

• Familiarity with network architecture, LAN network protocols and client-server business applications

• Familiarity with Citrix and remote desktop or any VDI platform

• Familiarity with Distributed File Sharing

• Excellent skills in Excel to prepare weekly, monthly, quarterly reports on Quality of Service & Service Desk KPI reports for management submission

• Good understanding of ITIL framework or any other service management framework

• Excellent understanding of IT service management tools and ticketing system

• Knowledge of using a call center system to manage incoming and outgoing calls with customers (Vocalcom, Cisco UC, Avaya etc.)

• Knowledge of using remote access tools for remote troubleshooting

• Ability to systematically troubleshoot complex problems and resolve them or escalate to the right team

• Proficient in utilizing Microsoft Excel for generating reports related to service desk activities

• Skilled in extracting and analyzing service desk data to identify trends, patterns, and performance metrics

Qualifications

• Bachelor or Diploma Degree in an IT related field or equivalent hands-on experience

• 5+ years experience in an IT Service Desk role

• ITIL v3/v4 Foundation Certification

• MCSA in Windows Server 2012/2016 or MCTS in Windows Server 2008

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