Service Desk Coordinator | Abu Dhabi

Job Position: Service Desk Coordinator
Job Description: Masdar Institute of Science & Technology (MIST) – Abu Dhabi – Service Desk Coordinator Type: Company: Location: , * Education Level: Bachelor Degree or Higher Diploma in Information Technology About Company Masdar Institute of Science and Technology is the world’s first graduate-level university dedicated to providing real-world solutions to issues of sustainability. The Institute’s goal is to become a world-class research-driven graduate-level university, focusing on advanced energy and sustainable technologies. Maintaining the IT Service Desk which acts as the central point of contact and first level for computing support. Providing primary liaison and customer service to the end-user community. Accept requests for IT services or problem reports from end-user community and gathers necessary information to adequately describe it into the incident tracking system. In case within own areas of expertise, directly respond to the request by providing effective resolution using online support tools and remote desktop access. Providing effective incident and problem resolution and management. Direct the request or problem to the most appropriate support area (e.g. specialist) if required. Report on the incident resolution and monitor service level requirements and achievements. Liaison with user to ensure that requests or incidents have been satisfactorily handled. Maintaining the service catalog. Prioritizing service improvement requests and identifying gaps for future functionality. Skills Extensive knowledge of information technology service management standards and concepts including ITIL (IT Infrastructure Library) framework. Knowledge and experience with service desk management systems (BMC Remedy is a plus). Extensive knowledge of common computing hardware and desktop software applications for both Mac and Windows. Familiarity with directory services, email setup, networking concepts and protocols (DHCP, DNS, TCP/IP). Excellent conceptual and analytical problem-solving abilities and solid written a…see more details

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