Global IT Helpdesk - RQ_108ITS_AUH Back to join us

• Experience in handling customer enquiries and complaints • ITIL Foundation v3 or similar is desired but not essential

Job Description

• 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 L1,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 application Owner Manager ;
• 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 MG Application system to the below following the SM Processes:
o Add Accounts & Services
o Remove Accounts & Services
o Edit Accounts & Services
o Enable & Disable Accounts
o End User permission
• Coordinating with other teams


IT Helpdesk, ITIL

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