Helpdesk Analyst Job in Dubai UAE

Company          : De La Rue’s

Location           : Dubai, UAE

Timing               : Full time

JOB DESCRIPTION

• Acting as single point of contact for all engagement with the Customer community
• Accurately record all requests and incidents in the Service Management tool, assess impact and urgency, complete 1st line diagnostics and provide a First Time Fix where appropriate. Where a First Time Fix cannot be reached, assign to the appropriate group for resolution Monitor incidents trends for repeat incidents and proactive incident management.
• Understand and implement escalation procedures if an incident has the potential to breach SLA.
• proactively keep everyone informed about the progress of incidents and requests until they are resolved and the customer is satisfied.
• Throughout the incident lifetime, maintain a high degree of incident ownership until the customer is satisfied.
• Assist the problem management function in determining the incident’s underlying cause.

   

• Throughout and after the onboarding process, offer end users assistance and training, and instruct them on how to use the services that are accessible.
• Participate actively in the development of work instructions, operating procedures, knowledge articles, and other materials as needed for the position.
• creation of ad hoc and regular reports (daily, weekly, monthly) based on the customer’s preferences
• Ad hoc data/analysis requests are promptly addressed in accordance with company goals; this includes preparing datasets for additional processing and output analysis.

REQUIREMENTS

• Fluent in Arabic and English is essential (written and verbal)
• Strong customer-service orientation with a confident and enthusiastic approach to work
• Positive outlook, demonstrating patience, excellent listening and questioning skills, with a ‘can do’ attitude and the desire to learn.
• ITIL v4 Foundation or working within an ITIL Service Support framework (Incident, Problem, and Change) is desirable but not essential. Basic knowledge of an IT Service Management System tool (Remedy, HP Service Now, Hornbill, Heat, Peregrine).
• Experience of using data visualisation tools such as Power BI, Tableau or similar would be of benefit to this role.
• Microsoft Active Directory (users/computers) experience and/or experience of using network and IT monitoring tools is advantageous.
• MS Office 2007 (or later) user knowledge.
• Knowledge of order-take systems or SAP is beneficial or have the ability to learn and adapt to bespoke systems and processes.

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