Job Purpose
To act as a central point for Etisalat employees to request assistance on various Information Technology issues and to aim fixing them and restore normal operations as soon as possible
Report To Position Name
ENSURE EFFECTIVE CUSTOMER SUPPORT IN THE AREA OF INFORMATION TECHNOLOGY BY RECEIVING CALLS, MAILS AND REQUESTS.
RECORD AND TRACK INTERACTIONS AND INCIDENTS.
KEEP THE CUSTOMER ALWAYS UPDATED ABOUT THE REQUEST STATUS AND PROGRESS.
MAKE INITIAL ASSESSMENT FOR ALL REQUESTS, ATTEMPT TO RESOLVE THEM OR ESCALATE TO SECOND OR THIRD LINE OF SUPPORT.
INDENTIFY PROBLEMS AND MONITOR ESCALATION PROCEDURE RELATIVE TO APPROPRIATE SLA.
ENSURE THE CONFIDENTIALITY, INTEGRITY AND AVAILABILITY OF ETISALAT SYSTEM AND DATA SECURITY, INCLUDING USER ACCESS TO COMPUTER
CONTRIBUTE SHORT TECHNICAL ARTICLES TO ETISALAT ONLINE KNOWLEDGE BASE.
RESPOND WITHIN AGREED TIME LIMITS TO CALL-OUTS OUTSIDE WORKING HOURS