Service Desk Engineer

Ghobash Group
AE - dubai
March 29, 2024

CNS is a technology company that powers the future by providing digital solutions essential to support all enterprise and human development. While growing and managing a robust pool of supplier-partners for the benefit of our clients has always been a priority, we are constantly re-inventing ourselves.

Founded in 1987 with more than 30 years of experience, CNS employs over 320 employees including more than 250 certified engineers. We offer in-depth expertise and a range of best-in-class products that support the digital transformation of all major industries. With offices in three countries, we have an extensive reach into, and regional knowledge of the Middle East markets.

A shift into levering our many years of experience to develop pioneering software in-house will add yet another dimension to our highly innovative solutions-portfolio.

A service desk is a communications centre that provides a single point of contact (SPOC) between a company and its customers, employees and business partners. The purpose of a service desk is to ensure that users/customers receive appropriate help in a timely manner.

Increase Client Satisfaction

Define/analyse client requirements,
Develop/deliver innovative solutions,
Develop relationships and effectively communicate with clients and key business stakeholders,
Effectively manage change,
Escalate issues for timely resolution,
Grow consultative relationships with clients,
Manage client requests to resolution,
Provide timely/effective communications,
Ensure Quality and Consistency when Handling Customer Calls
Collaborate for a solution in order to facilitate a superior customer experience and increase the customer satisfaction

Drive Incident Resolution to Ensure Business Continuity

Close incident records within defined timeline threshold to minimize impact on client / outage,
Coordinate problem resolution and create Incident record,
Determine need for additional resources and assign to correct service provider (group or individual),
Determine severity and prioritization classification for the Incident,
Escalate issues to ensure proper sense of urgency / resource allocation,
Evaluate incident to determine if Change record is needed,
Identify/associate related incidents,
Manage Incidents to resolution, within the defined timeline
Perform Incident diagnostics and resolve incidents and restore service

Enable Timely and Effective Delivery of Requested Services

Analyses reviews Request and determine if escalation is needed,
Creates Request record/register a request,
Determines severity and prioritization classification for the Request,
Ensures Requestor is properly authorized to receive requested services,
Escalates issues to ensure proper sense of urgency / resource allocation,
Manages Requests end-to-end, from Request registration, routing, recording/documentation, rejection and un-routing.
Process Information Requests

Reporting & Contribution

Regular reporting on service delivery performance to Client Services Manager and clients
Regularly report service improvements implemented and recommend actions to further improve performance and service

Qualifications

Bachelor's degree in information technology, or any computer related major.
3-5 years of experience in a similar role

Read the full job description and apply online on the recuiter's web-site

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