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Job Description
- Should be able to effectively communicate (verbal or in written) with Customers, team members and Product vendors on the matters related to all functional or technical areas
- Should possess ability to explain technical matters in non-technical terms to customers
- Documents and maintain Knowledge database to share experience and knowledge with team members to enhance efficiency and reduce single person dependence
- Coordinate work tasks with Customer, team members, and Product Vendors to perform the tasks assigned efficiently in Timely manner
- Analyses business needs and conceptualizes solutions to meet and exceed customer expectations Available 24x7 to respond for business or IT operation team calls and attend on site.
- Should be Customer centric, achieve customer satisfaction and maintain proper perspective in all activities.
- To provide 2nd level application support
Skills
- To maintain a high degree of customer service for all support queries and adhere to service management principles
- To restore the normal service operation as quickly as possible
- To take ownership of assigned incidents and provide a resolution within the agreed service levels To update the customer via the service desk team on the progress of the call
- Maintain a log of any software problems detected and inform the delivery team
- Support users in the use of business applications by providing necessary training and advice
- To escalate calls hierarchically/functionally if the call cannot be resolved within the agreed service levels. Coordinates with Product principle to resolve reported incidents.
- Identifies issues, tracks, reports and resolves them in a timely manner Identifies and documents system deficiencies and recommends solutions
- Identifies patches to be applied to resolve incidents and coordinates with Infrastructure, application support team and users to apply the patch
Job Details
Job Location
Dubai, UAE
Job Role
Information Technology
Preferred Candidate
Career Level
Supervisor/Team Leader