Job Purpose

• Respond to and resolve IT Service Desk hotline calls and tickets professionally, accurately and in a timely matter.
• Interact with all levels of staff to troubleshoot IT related issues for Mashreq employees globally.

Key Result Areas

• Consult knowledge database / conduct online research to investigate and resolve problems with hardware, software, peripherals, VDI, networks, etc.
• Escalate issues to other IT teams and follow through on resolutions
• Deliver solutions to diffuse stressful escalated technical situations resulting in exceptional customer satisfaction
• Track all hotline calls in the ITSM ticketing software with clear and concise problem/root cause descriptions
• Proactively maintain knowledgebase articles, SOP’s and other documents relating to Service Desk 
• Coach and train new Service Desk engineers during onboarding process
• Support the SD Team Lead with weekly/monthly statistics to SD Manager in efforts to increase efficiency
• Liaise with SD Manager and Team Lead to review and implement continuous improvements in Service Desk processes  
• Maintain a high level of employee morale within the Service Desk team through open communication and collaboration 
• Provide support to Field Engineering team where needed for small projects and during critical incidents

Skills

Knowledge, Skills and Experience

• Knowledge in VDI environments, Windows 10, hardware & software installations and maintenance of desktops/laptops/printers
• Experience using an ITSM ticketing tool and statistic reporting
• Bachelor’s degree in computer science or equivalent
• Minimum of 8 years' hands-on experience with strong troubleshooting skills
• Experience working in a fast-paced environment with ability to turn tasks around in a quick manner 
• Excellent oral and written communication skills

Effective leadership and team collaboration skills