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Description:
We are currently looking for an experienced Global IT Support officer
With logistics and Shipping domain
Experience: 7 to 9 Years.
Mandatory skills:
ITIL foundation level
IT Support
L1/L2 IT support
Service Desk Coordinator
Remote Desktop Applications
Responsibilities:
Generates weekly Service Management and Pending calls report;
Generates reports for the Incident Management and top * Management as requested;
Assign Incident to Vendor when applicable;
Assign and escalate Incidents to L2 and L3;
Reply to Customer email
Fulfil the user requirement (Release Hardware)
Follow up any pending calls with other teams and Vendors
Raise Problem and Change tickets when necessary;
Send email in case of any major Incident after getting approval from the process owner
Monitor user interactions from inception to closure as per SLA;
Log calls and emails received in the Service Management System.
Categorize and prioritize the incident/Service Request;
Using Application system to the below following the SM Processes:
Add Accounts & Services
Remove Accounts & Services
Edit Accounts & Services
Enable & Disable Accounts
End User permission
Coordinating with other teams
Location: Abu Dhabi
Notice Period: Immediate or 15 Days
