Website NMC Healthcare
NMC Healthcare is the largest private healthcare company in the UAE and ranks amongst the leading fertility service providers in the world.
Service Desk Executive – UAEN
Job Description
.Receive, classify, and record all issues from users in a professional, courteous manner over the phone, via email & through ITSM Tool in the ITSM Application.
- Call logging, Call Assignment, Incident Management & Coordination, Call Tracking and follow-up till closure within agreed SLA.
- Correctly logging incidents and faults, categorizing and prioritizing them in line with team procedures.
- Resolving basic Calls / request of information on Phone at First Pickup
- Call Monitoring and escalation. Escalate tickets according to agreed SLOs/SLA.
- Maintain and develop own knowledge and skills to assist with first time fault resolution
- Have solid experience in a helpdesk or technical support environment
- MIS Reporting.
- Highly organized and able to work on own initiative to complete the range of tasks required
- Flexible and willing to work outside core business hours as required
Responsibilities
.Receive, classify, and record all issues from users in a professional, courteous manner over the phone, via email & through ITSM Tool in the ITSM Application.
- Call logging, Call Assignment, Incident Management & Coordination, Call Tracking and follow-up till closure within agreed SLA.
- Correctly logging incidents and faults, categorizing and prioritizing them in line with team procedures.
- Resolving basic Calls / request of information on Phone at First Pickup
- Call Monitoring and escalation. Escalate tickets according to agreed SLOs/SLA.
- Maintain and develop own knowledge and skills to assist with first time fault resolution
- Have solid experience in a helpdesk or technical support environment
- MIS Reporting.
- Highly organized and able to work on own initiative to complete the range of tasks required
- Flexible and willing to work outside core business hours as required
Qualifications
- .Degree in IT, Computer Science or relevant field.
- Good Communication Skill and Working Experience in similar position preferable.
- Knowledge of ITIL framework.
- Proficiency in English. Excellent communication skills.
- Have solid experience in a helpdesk or technical support environment.
- Customer-oriented and cool-tempered.
- The ability to liaise and communicate confidently and professionally with customer representatives at all levels.
- Natural aptitude for trouble shooting & problem solving.
- Have solid experience in a helpdesk or technical support environment.
- Highly organized and able to work on own initiative to complete the range of tasks required.
- Flexible and willing to work outside core business hours as required.
- Proven experience in similar role.
- Working knowledge of Service Desk ticketing tools (ITSM)
- Good understanding of computer systems, office automation products, remote control
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